Challenge
The countyencountered obstacles due to its outdated contact center infrastructure basedon a legacy Avaya system. This aging system's limitations in scalability,advanced functionalities, and adaptability impeded the county's capacity toprovide efficient and effective services to its residents. In response, thecounty aimed to revamp its contact center setup to enhance customeraccessibility, optimize operational workflows, and harness cutting-edgetechnologies for superior service delivery.
Solution
Teaming up withour experts, the County initiated a robust Enterprise Contact CenterModernization initiative. Opting for a shift to Cisco's cloud-based WebexContact Center platform, the county harnessed its cutting-edge functionalitiesand features. The project encompassed the replacement of the existing DTMF IVRwith Cisco's conversational IVR, integrating Automatic Speech Recognition (ASR)and Text-To-Speech (TTS) capabilities, and implementing real-time reporting,call recording, and CRM integration. With the new platform, Miami Dade Countycould engage with residents through multiple communication channels such asphone, email, live chat, social media, and SMS/text messaging. AI-drivenVirtual Agents empower residents with self-service functionalities, elevatingaccessibility and convenience. The platform's microservices-based architecturefacilitated scalability and swift feature deployment, ensuring adaptability tochanging requirements. Supervisors were furnished with Cisco Webex WorkforceOptimization tools encompassing call recording, quality management, workforcemanagement, and analytics, empowering them to lead their teams efficiently andfoster outstanding customer experiences. Seamless integration facilitated thetransmission of pertinent information, offering comprehensive insights intocustomer interactions.
Benefits
The County significantly enhanced customer experiencethrough the modernisation initiative by delivering seamless and personalisedinteractions across various communication channels, boosting satisfaction andengagement. Simultaneously, the new platform drove operational efficiency bystreamlining contact center processes, reducing call durations, optimisingworkflows, and enhancing agent productivity, improving efficiency and costsavings. Moreover, Cisco's cloud-based solution provided scalability and flexibility,catering to the county's changing requirements and ensuring future-proofoperations and agility. Additionally, stringent measures were implemented tosecure data privacy, including masking personally identifiable information(PII) and ensuring compliance with regulations to safeguard resident detailseffectively.
