Greater Cincinnati Water Works

Greater Cincinnati Water Works (GCWW) contracted with Advocate Consulting Group (ACG) to perform the assessment of the current conditions of their Avaya integrated, distributed contact center IT infrastructure, business, and operations to develop a prioritized list of recommendations for an implementation roadmap of the future vision taking into consideration the current best practices used in the contact center industry today. Through ACG’s development of the implementation planning GCWW was also provided with guidance for post implementation maintenance and management of the new Converged Networking/VoIP/Collaborative Contact Center.

ACG reviewed existing documentation (ACD reports, Architecture Diagrams, IVR Design and Scripts, Staffing Information, etc.) and met with GCWW in a series of JAD (Joint Application Design) sessions to develop an understanding of the current business, operational, and technical environments. ACG’s review and analysis was conducted with consideration for GCWW’s complex distributed contact center and shared services environment. This contact center environment with 600 phones, legacy ACD/IVR, basic ANI matching CTI agent screen popping, running on an Avaya Definity G3 PBX and is comprised of three locations which house telephony components (Spring Grove, Colerain, and Kellog), as well as interconnectivity to the City of Cincinnati for voice and 4-digit extension dialing. Additionally, GCWW has two peripheral components that are end of life: Blue Pumpkin Workforce Management and Dynamic Instruments Quality Monitoring. The City of Cincinnati’s phone system was comprised of 36 sites linked by fiber, SONET, or fractional Ts and supports approximately 6000 phone numbers. GCWW provides an Interactive Voice Response (IVR) system for their customers to engage in self-services.

ACG performed an assessment of Greater Cincinnati Water Works (GCWW) current IT infrastructure and supporting technologies including business processes and operations management. Provided recommendations for upgrading and / or enhancing the GCWW Contact Center based on GCWW customer expectations, service goals, available resources and industry best practices.

  • Performed a Contact Center and Network Infrastructure Assessment
  • 600 Telephones
  • Legacy ACD/IVR
  • Basic ANI matching CTI agent screen popping
  • Avaya Definity G3 PBX
  • Documented and Analyzed Business Process and Operations Management
  • Reviewed and Analyzed IT Infrastructure and Supporting Technologies
  • Researched and Document Desired State Business Process and Operations Management, IT Infrastructure and Supporting Technologies
  • Developed Prioritized Opportunity List
  • Provided guidance for post implementation maintenance and management of the new Converged Networking/VoIP/Collaborative Contact Center
  • Created Opportunity Execution Roadmap