Agile and  Modern IT Solutions

The county encountered obstacles due to its outdated contact center infrastructure based on a legacy Avaya system.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.

Teaming up with our experts, the County initiated a robust Enterprise Contact Center Modernization initiative. Opting for a shift to Cisco's cloud-based Webex Contact 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-driven Virtual 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 to changing 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.

The client faced escalating challenges due to the intricate nature of their microservices platform, requiring a solution to address load-balancing issues and bolster security measures. With the need to enhance scalability and resilience while ensuring secure traffic distribution and API protection, the client sought a comprehensive approach to optimise their microservices architecture effectively.

Our team successfully tackled the escalating complexity of our client's microservices platform by implementing a robust solution that leveraged the power of F5 Big-IP, NGINX, and F5 APM Access Policy Manager. By integrating an API gateway alongside F5 technologies, we orchestrated seamless traffic distribution and fortified API security, empowering the client's microservices architecture with enhanced scalability and resilience.

Deliver an on-site Data Recovery as a Service (DRaaS) solution tailored for mid to large-size businesses, ensuring comprehensive backup of virtual machines and data.

Aspire Live, a trusted IT solutions provider, implemented a Rubrik Cloud Data Management (CDM) solution on-site with the client, offering in-depth training to their infrastructure team for proficient management. The configuration encompassed thorough system testing to guarantee seamless integration with the customer's virtualisation platform.