How Avaya helped Leon County quickly deploy a contact middle throughout a state of emergency – Cyber Tech

In Might 2024, Leon County, Florida confronted many important challenges when three tornadoes, together with two F2s and one F1, struck the realm inflicting in depth injury. This pure catastrophe resulted in 725 severely broken constructions, 175 of which had been destroyed. In response, the county declared a neighborhood state of emergency and rapidly established the TEAM Leon Program (Focused Emergency Help Microgrants) to offer short-term monetary help to residents and companies impacted by the disastrous occasions. This program proved crucial to the neighborhood, on condition that Leon County is house to Florida’s capital, Tallahassee, and serves roughly 300,000 residents and varied public sector workplaces and companies.

The TEAM Leon Program supplied as much as $3,500 for people and $10,000 for companies in unicorporated areas of the county, to assist them cowl crucial wants and property injury. After founding this system, the Leon County workforce rapidly realized the necessity for a contact middle to handle inquiries for the brand new $1 million microgrant program. As an Avaya buyer of over 15 years, Leon County turned to the Avaya Expertise Platform™ (AXP) to materialize their plans to rapidly deploy a contact middle to deal with the big quantity of inquiries and purposes. Your entire TEAM Leon Program was designed and launched inside simply six days: AXP enabled the county to determine the contact middle inside its present Emergency Operations Heart, staffed by 13 brokers who managed voice and electronic mail inquiries from a number of channels.

This contact middle performed an integral position within the wider program’s success by processing the excessive quantity of purposes and thus offering fast help to these affected by the tornadoes. Functions had been accepted throughout the identical day if all required documentation was supplied, by which case checks had been issued inside a number of days. This effectivity was monumental in offering well timed help to these in pressing want, 

Tim Fike, Avaya Administrator for Leon County, famous the importance of Avaya’s expertise in these emergency conditions: “Leon County is well-versed in establishing emergency contact facilities, significantly throughout hurricane occasions, because of Avaya’s versatile, on-premises system and the Avaya Expertise Platform answer. The TEAM Leon contact middle was arrange with inside minutes and empowered us to handle the wants of our neighborhood successfully.”

Michelle Taylor, CIO of Leon County, praised Avaya’s position within the disaster response, highlighting the benefit of distant contact middle set-up with Avaya’s expertise and noting “The TEAM Leon program was arrange inside a number of days after the tornadoes got here by: it supplied funding for emergency unmet citizen and enterprise wants comparable to property injury, utility disruption, and lack of meals or medicine. Avaya’s techniques contributed considerably to the County’s success.” Taylor emphasised the profound impression of the comparatively small grant, noting that the help supplied was huge for the affected people and companies.

The outcomes of the TEAM Leon Program had been spectacular: the Avaya-powered contact middle dealt with almost 2,000 calls throughout the first 4 days, and greater than 2,100 purposes had been submitted, which led to 472 grants awarded, totaling $1 million dispersed throughout the neighborhood. Avaya’s flexibility and effectivity had been instrumental within the profitable implementation of the TEAM Leon Program. 

The swift and efficient deployment of emergency contact middle providers in Leon County – powered by the Avaya Expertise Platform – displays Avaya’s position in enhancing authorities response capabilities throughout crucial conditions. This speedy response not solely supplied fast aid to impacted residents but in addition demonstrated Leon County’s dedication to supporting its residents throughout a disaster. 

Click on right here to be taught extra about Avaya’s Authorities options and the worth they carry to public sector companies and the citizen expertise.