Case Study: Social Services Agency achieves centralized, scalable voice services with TTEC

Social Services Agency - Customer Case Study

Social Services Agency needed to replace outdated telecom systems with a centralized solution that still allowed regional control across departments and offices. TTEC helped the agency modernize by implementing a new Cisco VoIP platform, using Cisco Unified Communication Manager and Unity Voice Mail services over a new MPLS WAN to support voice services across multiple locations.

TTEC’s solution was rolled out in phases, first proving successful at 25 regional AICs, then expanding to back-office stations and eligibility enrollment operations. The result was a highly scalable, flexible statewide platform serving over 400 offices and more than 3,000 users, with support for 4,500 PBX/voice mail stations, 1,200 contact center associates, and 3,600 IVR ports, while enabling 100-seat contact centers to be established overnight during natural disasters.