Improving Customer Service for Minnesotans Through Modern Cloud Telephony

MNsure is modernizing its Contact Center platform to deliver a faster, more accessible, and data-driven consumer experience. With Technology Modernization Fund (TMF) support, the agency will transition from an outdated on-premises Cisco telephony system to Amazon Connect, a flexible cloud-based platform. This upgrade empowers MNsure to better serve Minnesotans by enhancing call quality, optimizing agent performance, and laying the foundation for a true omnichannel service experience—all in time for the 2026 plan year open enrollment period.

The new Amazon Connect system will provide immediate improvements to the consumer experience, including more reliable service and clearer communication. On the staff side, agents and supervisors will gain better tools for managing workloads and accessing real-time performance analytics. This leads to faster response times, improved case resolution, and an overall better experience for both consumers and employees.

MNsure’s implementation plan includes configuring the system for call flow development, email support, workforce management, and robust analytics reporting. The project excludes post-launch enhancements like natural language IVR or web chat but positions MNsure to easily adopt these capabilities in the near future. Additionally, migrating to a cloud solution will help reduce long-term operational costs and provide greater resilience during high-volume enrollment periods.

The project officially began in April 2025 and will be completed by July 30, 2025. The tight timeline ensures MNsure staff are fully trained on the new system before the next open enrollment period begins. The implementation partner, TTECH, will work closely with MNIT and MNsure through discovery, build, go-live, and post-launch support to ensure a smooth transition.

Value: This project modernizes MNsure’s customer support capabilities with a secure, cloud-based telephony platform that improves consumer experience, enhances agent productivity, and positions the agency for future digital transformation.