Case Study: eWorld Enterprise Solutions achieves 100% IVR uptime and reduced staff workload with Alvaria's hosted CXP Pro

Fast-growing IT consulting company in the public and private sector

eWorldES, an IT consulting firm serving Hawaii’s public and private sectors, was contracted by the Department of Human Services’ Benefit, Employment and Support Services Division (BESSD) to replace a legacy IVR system in use since 1999 that handled about 15,000 calls per month. With the original hardware and software no longer supported and a high risk of system failure that would overload eligibility staff, BESSD needed a reliable, cost‑effective vendor solution with around‑the‑clock support; building an in‑house replacement was deemed too expensive and time‑consuming.

eWorldES deployed Aspect’s hosted Voxeo CXP Pro on the Aspect Cloud and adopted Aspect’s 24x7x365 management under a 100% availability SLA. The migration was quick and seamless, delivering reliable 100% uptime, reducing inbound inquiries to BESSD staff, improving timeliness of eligibility determinations and customer service, and positioning the IVR as the front line for public calls and reporting data capture.

eWorld Enterprise Solutions

Rex Ding

Vice President