The story

Fort Myers may take pride in its history, but sometimes old things aren’t worth hanging onto. For years, the city relied on Avaya Basic Call Management Recording (BCMR) software to address its customers’ needs and analyze its contact center data. When this software stopped functioning, the city struggled to maintain its call history and began looking for a new system.

Eventually, Fort Myers began a conversation with Continuant to discuss solutions that would keep its call center running at peak performance. At first, the city assumed it only needed a replacement for the old BCMR. While a good idea, in theory, the city soon learned that managed services would serve it better and save it no small amount of money as well.

Continuant’s Managed Services for Avaya is a process that creates a mutually beneficial partnership. As a Third-Party Maintenance provider, Continuant provides a dedicated team that proactively monitors a solution and offers rapid parts replacement anywhere in the world. This kind of team has the power to resolve issues before they even show up.

After Fort Myers and Continuant kicked off their Managed Services partnership, it gained more freedom for its IT staff and decreased its capital expenditure. When it came time to replace the BCMR, Continuant brought another suggestion to the table, a cloud contact center solution from Five9. Five9’s all-in-one Contact Center solution features an omnichannel contact center with self-service that’s 100% in the cloud. Easy to afford with its