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Government Agency Successfully Establishes Outsourced Call Center for Citizens during COVID-19
Technology Category
- Infrastructure as a Service (IaaS) - Cloud Computing
- Platform as a Service (PaaS) - Connectivity Platforms
Use Cases
- Remote Collaboration
Services
- Cloud Planning, Design & Implementation Services
- System Integration
The Challenge
The global Contact Center Services Provider (CCSP) was tasked with managing a customer-facing, next-generation Cisco Webex platform for a government agency. The agency was transitioning their Unified Communications (UC) Call Center technology platform to an outsourced service model due to the onset of the COVID-19 pandemic. The pandemic had caused an increase in unemployed workers and those transitioning to remote office environments, escalating the need to provide citizens with uninterrupted remote access to this critical federal government support program. The CCSP had to establish this new contact center platform in an unusually short timeframe.
About The Customer
The customer is a global Contact Center Services Provider (CCSP) that delivers Call Center services to hundreds of worldwide clients, using numerous data center facilities around the world. The company’s client base includes global organizations in the government, healthcare, financial services, communications, and travel & leisure businesses. In addition to Call Management and Contact Center Services, the company offers a proprietary customer engagement solution that factors human, digital, and automated touchpoints. The company’s total business supports more than $3.5 million in daily financial transactions across six continents, with more than 45,000 Customer Service Agents working to help the CCSP earn high marks for customer satisfaction.
The Solution
The CCSP relied on the proven, production-ready nGeniusONE platform, as well as NETSCOUT subject matter experts familiar with both the CCSP’s hosting operations and Cisco’s Webex UC platform. The CCSP used a NETSCOUT implementation already integrated in the standard deployment model established for all new clients, which includes nGeniusONE, offering real-time performance analytics for UC&C, application, network services, and next-generation cloud and virtual platforms. NETSCOUT Certified InfiniStreamNG (ISNG) software appliances were used, providing smart visibility for the newly deployed Cisco Webex UC architecture operating in the UCaaS environment. Packet Flow Operating System (PFOS) Software for Certified Packet Flow Switch 5110 was used, which supports high performance in Cisco’s ACI SDN environment by monitoring both logical and physical connections.
Operational Impact
Quantitative Benefit
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