Agile and  Modern IT Solutions

The county encountered obstacles due to its outdated contact center infrastructure based on a legacy Avaya system. This aging system's limitations in scalability, advanced functionalities, and adaptability impeded the county's capacity to provide efficient and effective services to its residents. In response, the county aimed to revamp its contact center setup to enhance customer accessibility, optimize operational workflows, and harness cutting-edge technologies for superior service delivery.

Teaming up with our experts, the County initiated a robust Enterprise Contact Center Modernization initiative. Opting for a shift to Cisco's cloud-based Webex Contact Center platform, the county harnessed its cutting-edge functionalities and features. The project encompassed the replacement of the existing DTMF IVR with Cisco's conversational IVR, integrating Automatic Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities, and implementing real-time reporting, call recording, and CRM integration. With the new platform, Miami Dade County could engage with residents through multiple communication channels such as phone, email, live chat, social media, and SMS/text messaging. AI-driven Virtual Agents empower residents with self-service functionalities, elevating accessibility and convenience. The platform's microservices-based architecture facilitated scalability and swift feature deployment, ensuring adaptability to changing requirements. Supervisors were furnished with Cisco Webex Workforce Optimization tools encompassing call recording, quality management, workforce management, and analytics, empowering them to lead their teams efficiently and foster outstanding customer experiences. Seamless integration facilitated the transmission of pertinent information, offering comprehensive insights into customer interactions.

An outdated data center with end-of-life hardware was causing increasing operational inefficiencies, reliability concerns, and security risks for our energy utility client. As the infrastructure aged, performance degraded, leading to slower processing speeds, higher latency, and increased maintenance requirements. The outdated systems also lacked support for the latest security updates, leaving the environment vulnerable to cyber threats and potential compliance issues. Additionally, the limitations of the legacy hardware made it difficult to scale operations or integrate new technologies, restricting the organization’s ability to meet growing business demands. A comprehensive modernization initiative was essential to enhance efficiency, improve security, and ensure long-term infrastructure stability.

We executed a seamless migration process by utilizing Dell servers, VMware ESXi Hypervisor, and vCenter controller. This involved setting up the new infrastructure alongside the legacy equipment, deploying ESXi and vCenter on the latest hardware, transferring existing VMs from the old environment to the new one, configuring the networking settings, transitioning the new system online, and successfully switching over from the old production setup to the latest production environment.

Our client, a prominent investor and infrastructure asset manager in the wireless communications sector, manages operations across Europe, Asia, Australia, and the Americas on a global scale. They enlisted support to strategise and implement GDPR-compliant data protection measures. This initiative required a meticulous approach, encompassing the enhancement of existing systems and adopting new technologies to ensure adherence to GDPR. The consequences of non-compliance with GDPR can be severe, given its broad definition of personal data and the potential for substantial fines. Furthermore, GDPR compliance entails facilitating Data Subject Requests (DSRs), which involve providing individuals with copies of their data, correcting inaccuracies, deleting information, and restricting access per their requests. Consequently, meticulous tracking, robust security measures, and efficient data retrieval mechanisms were crucial for managing personal data globally. The client had identified the Azure RMS (Rights Management Service) and AIP (Azure Information Protection) as the preferred solution stack and devised a comprehensive implementation roadmap. They were in search of a seasoned technology consultant capable of navigating the intricate workflows necessary to execute their roadmap effectively and enhance data protection measures. The European Union's GDPR impose legal obligations on companies handling the personal data of EU citizens, aiming to establish stringent data protection and privacy standards. Compliance with these regulations is imperative for businesses operating in the EU, often requiring significant investments in data protection capabilities and regulatory compliance mechanisms to ensure the security and privacy of personal data. Services included are Infrastructure Implementation as well as Risk & Compliance.

Our client embarked on a global endeavour to ensure compliance with the General Data Protection Regulation (GDPR) by implementing robust data protection protocols. As part of this initiative, AspireLive spearheaded a meticulous phased rollout of advanced technologies, including Microsoft Multi-Factor Authentication, Azure Information Protection (AIP), Azure Rights Management Service (RMS), and Microsoft Cloud App Security. These tools were strategically employed to automate data identification, classification, encryption, and data loss prevention, enabling seamless handling of personal data in line with GDPR requirements. A thorough pilot program was conducted to address potential challenges before the full-scale implementation, involving manual labelling and classification of documents, rigorous GDPR compliance testing, and comprehensive training sessions for both end-users and administrators. The successful execution of this strategic plan not only ensured GDPR compliance but also bolstered data security and governance throughout the organisation. By meticulously implementing technologies such as Microsoft Multi-Factor Authentication, Azure AIP, Azure RMS, and Microsoft Cloud App Security, our client established a robust framework for secure data handling, including sensitive information pertinent to EU citizens. From pilot testing to global deployment, the phased approach facilitated a smooth transition, enhancing data protection capabilities and reinforcing compliance with GDPR. This comprehensive effort underscored the organisation's commitment to safeguarding personal data and maintaining high data security and privacy standards across its global operations.