Part Two in a Series Highlighting Altura’s Responsiveness and Our Employees’ Dedication to Support Our Customers
In part one of our series, we shared some examples of how Altura’s dedicated employees have been working diligently to keep up with the increasing challenges to our customers’ business continuity as a result of the Covid-19 emergency. Many of those clients are on the front line – hospitals, medical centers, and testing facilities, and Altura’s team has been tirelessly collaborating side-by-side with them, finding solutions and making sure their needs are being met.
Also facing challenges from the coronavirus are state and local governments, many of which are longtime Altura customers as well. Now more than ever, these agencies need to communicate with each other while also meeting the growing demand from the public. The need to quickly transition office workers to remote to ensure employees are able to safely work from home while keeping up with the ever-increasing workloads.
Because nothing of this magnitude has ever occurred and so quickly at that, the modifications needed to be designed and implemented promptly and efficiently. Altura was up to the challenge.
Altura was presented with an emergency request by a state government agency for a call center to be established to support the Covid-19 pandemic. In response, Altura’s team configured a Call Center equipped with fifteen lines within a two-hour window which supported the Public Health department. In addition, Altura has aided in over 100 hours assisting the state and their critical agencies with numerous service requests during this emergency. “Our team has built a process to ensure ALL Covid-19 requests are met daily, and in some instances within minutes, to ensure critical phone communications statewide,” commented Altura Service Manager Lance Flores.
In another instance, a state government needed their trunk capacity to be increased by over 35%. As part of the solution, Altura recommended using Avaya EC500 application, thereby enabling calls to be routed to mobile users.
According to Altura Professional Services Engineer Steven McCoy, “Our ability to quickly assist with the deployment of 200 additional trunks per site and perform the required programming to each session border controller was a huge success. Coupled with the work effort in making the numerous routing changes and public numbering tables changes that were needed, and thoroughly test them made a tremendous difference to the customer.”
Whether healthcare or government, Altura is proud of our employees and customers. Working together, we have enabled thousands of remote workers that include executives, managers, call center agents, and other essential employees and we continue to be there for our customers when they us the most.
Part Three coming soon…