Case Study: City of Baltimore achieves mobility, resiliency and rapid ROI with OpenText CX-E Voice

City of Baltimore modernizes communications

The City of Baltimore faced an outdated Octel communications platform that could not support its growth, mobility needs or productivity goals. The city needed a next‑generation unified communications solution with VoIP readiness, high call‑volume handling and resilient uptime to modernize services across departments.

Working with partner Altura, Baltimore deployed OpenText CX‑E Voice with user training and a resilient architecture. The system now supports 5,000 users and about 120,000 calls per month, provides unified messaging and a speech‑driven Personal Assistant for mobile staff, created reliable call routing and survivability, achieved ROI within one year and lowered labor costs through increased efficiency.

City of Baltimore

Simon Etta

Director Department of Communication Services