PROJECT BACKGROUND

The Contra Cost County call center was considerably invested in its existing infrastructure. At the same time, the County lacked the functionality it needed to be efficient while facing rising costs of operation. The Contra Cost County was seeking a way to enhance call center agent functionality and reduce administrative and employee costs for routine calls.

PROJECT OBJECTIVE

	To implement a call center solution that would leverage existing infrastructure
	To deliver enhance call center agent functionality
	To reduce administrative and employee costs for routine call center calls

PROJECT SCOPE

Contra Costa County turned to UTDi who worked with Avaya to deploy a duplicated Media Server complex to serve as point of entry for calls that required agent handling, call recording, Multi-Media Messaging, or IVR support. This high-end call routing solution is designed to deliver 99.999% reliability and positions the County to receive an immediate return on investment.

UTDi worked with the County and Avaya to identify critical business needs and areas where improvement was possible and manageable. UTDi recommended and implemented an Avaya solution that would deliver measurable results, while also offering low cost of ownership.