"Too many vendors just promote hardware without attaching any importance to the people and processes that are required to make the whole initiative successful. This was a high-visibility project with enormous stakes for everyone involved. We knew that the OmniPCX solution was the right choice, and partnering with Alcatel-Lucent Professional Services to handle the implementation instilled a great sense of confidence. The results we achieved have justified our investment many times over."

Omer Siddiqui, CIO

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With a $400 million 2011 operating budget, DC Water is chartered with providing water and sanitation services to 2.2 million permanent residents, 16.6 million annual visitors and 700,000 people employed in the District of Columbia. Following the successful deployment of an infrastructure based on an Alcatel-Lucent OmniPCX Enterprise Communication Server, additional modules - OmniPCX Record and OmniPCX Coach – were implemented to provide a comprehensive management solution, allowing monitoring and recording of calls, and an ability to leverage metrics to enable continuous operational improvements.

Challenges

> Improve mechanism to communicate and do business with customers
> Need for flawless execution because of project’s high-visibility in community
> Give contact center supervisors better tools to manage operations

Benefits

> Contact center fully integrated with multi-site telephony infrastructure
> Supervisors able to perform real-time monitoring and coaching
> Utilization of proven mechanism to coordinate technology, process and people aspects of project secures successful outcome

Alcatel-Lucent Solutions

> Professional Services, IP Telephony

Alcatel-Lucent Products Deployed

> OmniPCX Enterprise