Case Study: City of Independence enhances cloud communications and contact center services with AVI-SPL and Microsoft Teams/Five9

City of Independence modernizes cloud calling with AVI-SPL and 150+ Poly headsets

The City of Independence, Missouri, faced challenges with outdated on-premise communications systems, which were strained by remote work during the pandemic. They sought to enhance inter-department and constituent services by migrating to a cloud solution that was seamlessly compatible with their existing Microsoft Teams platform. The city engaged vendor AVI-SPL to design and integrate a custom cloud contact center solution to meet these needs.

AVI-SPL implemented a holistic solution utilizing Five9 for the contact center, IntelePeer for SIP trunking, and AudioCodes for call routing and SIP phones. This provided a centralized platform that handled high call volumes, improved agent efficiency, and enhanced the constituent experience through multiple communication channels. The vendor's staggered migration approach ensured a seamless transition. As a result, the City of Independence streamlined its operations, provided more efficient government services, and achieved substantial cost savings by retiring legacy systems.

City of Independence