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How Did MicroAutomation's Consulting Services Assist the Financial Management Service Agency to Establish a Redundant Disaster Recovery Site?

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The Financial Management Service agency of the US Department of the Treasury (known now as the Bureau of the Fiscal Service) has as its mission to, among other tasks, coordinate the consolidation of delinquent debt via the Debt Management Services Operations Center (DMSOC).

In January of 2009, the FMS Assistant Commissioner identified the need to establish a parallel call center site for the DMSOC, to create a Unified Contact Center (UCC) that would seamlessly handle all operations.

MicroAutomation provided Technical Consulting and Project Management Services to FMS to design and architect the Unified Contact Center:

  • A fully redundant, geographically separated call center site
  • Implementation of a UCC in a multi-phased approach
  • Coordination of an Avaya switch upgrade to a redundant VoIP infrastructure
  • Development and execution of a detailed Acceptance Test Plan for the new UCC
  • Creation of Disaster recovery procedures and operations guide for the UCC

…and more. Download our Financial Management Service case study to learn more about this solution which serves as a showcase for call center operations for the US Department of the Treasury.

 

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