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The county encountered obstacles due to its outdated contact center infrastructure based on a legacy Avaya system.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

Our client requires the capability to capture snapshots of application databases and store them securely and efficiently while reducing recovery times within their current NetApp SAN infrastructure.

We seamlessly integrated NetApp SnapManager with their existing NetApp SAN infrastructure to meet our client's needs and imported over 50 application databases into the system. To ensure data protection and integrity, automated database snapshot policies were configured within SnapManager to enable regular snapshots of the databases. Extensive testing was conducted on the database snapshot restore functionality to verify the seamless recovery process, assuring the client that their applications could swiftly recover from potential disruptions.

Our client, a private investment firm that has deployed over $20.9 billion globally, needed to move to a new company headquarters on short notice. As you can imagine, they were concerned about finding a trusted partner to quickly set up the IT infrastructure in their new offices. This would involve communications cabling, low voltage installation, and IT inventory relocation - not to mention working with the general and electrical contractor - on a very tight schedule. All of these tasks would also require high project management and a senior-level foreman to complete the work efficiently and on time.

The structured communications infrastructure cabling services we offered the client included a detailed description of all the components required to do the job. These included copper patch cords with proper termination, bi-directional cable testing, and patch panel labeling. We took great care to ensure that all connections were established according to industry standards, while working closely with the electrical contractor to make sure that everything was in order. Our proposal included low voltage equipment installation as well as the relocation of IT inventory, such as monitors and docking stations. Everything was completed on time and well within budget.