The county needed to replace an outdated on-premises contact center with a more modern, flexible solution that could better support how residents prefer to communicate.

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In addition, the county needed a platform that could integrate with its growing ecosystem of data and AI tools as resident service delivery continued to evolve.

ATA acted as a technology-agnostic advisor throughout the full transformation process, from discovery through implementation.

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The team conducted a detailed requirements analysis, developed clear selection criteria, and curated an optimized shortlist of providers based on ATA’s deep CCaaS market expertise. Using a structured evaluation framework, ATA helped the client navigate technical complexity and confidently identify Genesys as the best-fit provider.

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ATA also led pricing and contract negotiations, secured the most advantageous procurement path, and provided end-to-end project coordination to keep implementation aligned, on schedule, and moving smoothly across all locations.

The engagement resulted in a future-ready communications environment built for long-term adaptability and improved resident service delivery.

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Key outcomes included:

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• Highly competitive pricing secured through ATA-led negotiation
• Seamless implementation delivered on schedule
• Multi-channel communication support across chat, SMS, email, and voice
• A future-ready platform positioned to integrate with evolving AI and data initiatives
• Continued post-launch support through ATA’s proactive account management approach

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Following deployment, ATA remained engaged to help resolve post-implementation challenges and identify additional technology initiatives, strengthening the long-term success of the partnership.

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Need help modernizing your communications environment?
Talk to ATA about your contact center, citizen engagement, or CCaaS strategy.