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Case Study: City of Buffalo

Keeping a city connected in times of crisis

When the governor of New York issued stay-at-home orders on a Friday, the City of Buffalo needed its 311 call center up and running by Monday morning for citizens. Learn how Cisco helped the City in a 48-hour race to a work-from-home solution.

Summary

Challenges

  • Continue delivering essential city services during COVID-19 business closures
  • Deploy a remote agent solution without additional infrastructure
  • Transition 311 Call & Resolution helpline to home offices

Results

  • Seamlessly transitioned call center in 48 hours
  • Essential team of 12 City call center agents now work from home
  • Vital communications continued without interruption for 250,000 Buffalo residents
  • New collaborative approach between City, the university, and Cisco

What they’re saying

The 311 Call Center is critical to smooth communications in the City. It is absolutely essential during times of uncertainty. Even with offices closed and staff working from home, Cisco solutions meant we never missed a call.

Oswaldo Mestre, Chief Service Officer, Division of Citizen Services City of Buffalo

Who is the City of Buffalo?

Industry: Government
Location: Buffalo, New York
Size: More than 6,700 employees
Website: buffalony.gov