Case Study: City of Mesa achieves 40% reduction in maintenance costs and unified omnichannel contact centers with Alvaria (Aspect Unified IP)

The City of Mesa, Arizona Standardizes on Aspect Unified IP, Offers Citizens More Robust Interaction Options

The City of Mesa, a rapidly growing municipality in the Phoenix metro area, faced fragmented contact centers and an aging ACD/IVR system that drove high maintenance costs and limited citizen interaction options. Mesa sought to standardize on a single, future-ready communications platform to streamline support, reduce costs, and enable more mobile and social channels for residents.

Mesa selected Alvaria’s Unified IP for an on‑premise, omnichannel contact center, trained its IT team, and deployed seven contact centers (including IVR for three) in eight months. The consolidation delivered a single vendor support model and a 40% reduction in maintenance costs, while enabling next steps like proactive SMS notifications, Skype for Business queuing and web chat to improve collections and expand citizen services.

City of Mesa