Modernizing Citizen Services with Webex Contact Center

Modernizing citizen services with Webex Contact Center migration and Calabrio Workforce Management

5 min read

Overview

One of the largest US-based municipal corporations required a modern contact center environment to support its citizen service operations. The corporation’s water utilities division is responsible for water management, wastewater management and solid waste management services, making efficient and reliable citizen engagement essential to its operations.

The client was operating on a legacy contact center platform and approached HCLTech to enable a transition. We supported the client in migrating from Cisco UCCX to Webex Contact Center, integrating Calabrio workforce management and SAP HANA to improve efficiency and enhance the service experience.

The Challenge

Moving beyond legacy systems to improve citizen service operations

The client’s existing contact center environment required modernization to support better customer service, improved operations and stronger workforce management capabilities.

The client faced multiple, interrelated challenges:

Initial discussions conducted revealed that the client needed a migration from Cisco UCCX
The client was looking at a solution that could enable strategic call reduction, a better customer service and operations optimization
The client was operating on legacy workforce management solution and needed an upgrade in capabilities offered
The existing environment lacked advance IVR & customer journey optimization capability

The Objective

Building a scalable, cloud-based contact center for improved citizen engagement

The objective was to enable a smooth migration from the legacy Cisco UCCX platform to a modern Webex Contact Center environment. The engagement focused on improving citizen engagement, strengthening workforce management and establishing a scalable platform supported by strong SLAs and analytics.

The objective included:

Enable a smooth migration from legacy Cisco UCCX to a modern Webex Contact Center platform
Implement next-gen workforce management capabilities using Calabrio integration
Improve citizen engagement experience with automation and advanced IVR features
Establish a scalable, cloud-based contact center environment with strong SLAs and analytics

The Solution

Enabling Webex Contact Center migration with workforce management and cloud integration

To support the client’s modernization goals, we recommended a migration from Cisco UCCX to Webex Contact Center and enabled the required workforce management, licensing, migration and integration capabilities.

Key solution included:

Suggested to the client, a migration from Cisco UCCX to Webex Contact center
Enabled for the client Calabrio one workforce management solution to meet the requirement
Performed end-end license procurement & migration to Webex contact center. Performed number porting to Cisco Cloud bundle PSTN along with Integration with SAP HANA on cloud
Custom CTI Integration & seamless handover to Day2 support team

The Impact

Improving user effort, agent productivity and service experience

The engagement helped the client move to a modern contact center environment while improving the service experience and enabling stronger operational performance. With Webex Contact Center, Calabrio workforce management and optimized routing capabilities, the client was able to enhance citizen engagement and contact center productivity.