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City of Newark Improves Citizen Services With Avaya IP Communications Technologies

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Executive Summary

The Mayor and City Council wanted to establish a consolidated call center to provide constituents with one telephone number for quick, reliable access to these non-emergency city services. Many of their goals and expectations were modeled on non-emergency (311) lines already established in other cities. Most importantly, they wanted to ensure that each call is handled uniformly, and that it would be possible to monitor agents' handling of calls and track call resolution. After reviewing and taking a consultative approach to the City of Newark's needs, an Avaya Authorized BusinessPartner, with the support of Avaya, designed the non-emergency call center solution.

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