Executive Summary
In 2024, the Commonwealth of Pennsylvania replaced its aging contact center platform. Because this technology supports mission-critical programs, including SNAP, unemployment compensation, child welfare services, healthcare, and statewide benefit call centers, the transition to a modern platform was essential to improving reliability, strengthening security, and ensuring uninterrupted support for residents.
In nine months, the Commonwealth migrated 63 contact centers and over 4,000 agents, outperforming earlier multi-year estimates with zero unplanned service disruptions and saving over $9 million. Disciplined program management, strong cross-agency coordination, closely aligned vendor partnership, and a structured approach ensured rapid deployment while maintaining system stability at scale.
This modernization provides an omnichannel contact center solution that improves how residents access essential services. By unifying voice, chat, text, callbacks, and self-service into a single platform, agencies can respond more efficiently and maintain context across interactions. The new gives staff better tools, expanded visibility into demand, and supports more informed decisions. This means faster, more effective assistance for the residents who rely on state programs every day.
