Challenge
The county encountered obstacles due to its outdated contact center infrastructure based on a legacy Avaya system. This aging system's limitations in scalability, advanced functionalities, and adaptability impeded the county's capacity to provide efficient and effective services to its residents. In response, the county aimed to revamp its contact center setup to enhance customer accessibility, optimize operational workflows, and harness cutting-edge technologies for superior service delivery.
Solution
Teaming up with our experts, the County initiated a robust Enterprise Contact Center Modernization initiative. Opting for a shift to Cisco's cloud-based WebexContact Center platform, the county harnessed its cutting-edge functionalities and features. The project encompassed the replacement of the existing DTMF IVR with 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 County could engage with residents through multiple communication channels such as phone, email, live chat, social media, and SMS/text messaging. AI-drivenVirtual Agents empower residents with self-service functionalities, elevating accessibility and convenience. The platform's microservices-based architecture facilitated scalability and swift feature deployment, ensuring adaptability tochanging requirements. Supervisors were furnished with Cisco Webex Workforce Optimization tools encompassing call recording, quality management, workforce management, and analytics, empowering them to lead their teams efficiently and foster outstanding customer experiences. Seamless integration facilitated the transmission of pertinent information, offering comprehensive insights into customer interactions.
Benefits
The County significantly enhanced customer experience through the modernisation initiative by delivering seamless and personalised interactions across various communication channels, boosting satisfaction and engagement. Simultaneously, the new platform drove operational efficiency by streamlining contact center processes, reducing call durations, optimising workflows, and enhancing agent productivity, improving efficiency and cost savings. Moreover, Cisco's cloud-based solution provided scalability and flexibility, catering to the county's changing requirements and ensuring future-proof operations and agility. Additionally, stringent measures were implemented to secure data privacy, including masking personally identifiable information(PII) and ensuring compliance with regulations to safeguard resident details effectively.
