Case Study: City of Baltimore achieves modernized, mobile communications and one-year ROI with AVST CX-E

City of Baltimore Turns to AVST to Modernize Communications

The City of Baltimore modernized its government communications to replace aging voicemail and attendant systems, move to VoIP, and support a growing, tech-savvy workforce. The city needed a scalable, interoperable platform with zero-downtime resilience, unified messaging, presence and mobile capabilities to handle roughly 5,000 users and 120,000 calls per month.

Baltimore selected AVST’s CX-E, implemented by reseller Altura, which provided a redundant UC architecture, robust automated attendants, and Atom — a speech-driven mobile personal assistant — plus end-user training. The deployment created hundreds of call-routing menus, centralized messages, improved staff mobility and efficiency, reduced labor costs, and achieved payback within one year while leaving ample capacity for future growth.

City of Baltimore

Simon Etta

Department of Communications Services, City of Baltimore