A Saudi-based organization affiliated with Tahakom Investment sought to modernize its communications infrastructure to support its expanding operations across the Kingdom. Operating in areas such as traffic safety, artificial intelligence, digitization, and data science, the organization required a more advanced call center environment capable of supporting growing service demands and improved system integration.
Upgrading the existing call manager system while maintaining operational continuity
Integrating new voice gateways for both headquarters and disaster recovery environments
Replacing legacy call desk equipment with modern communication solutions
Aligning new infrastructure with existing operational systems
Ensuring compatibility with current support platforms
Maintaining uninterrupted services during the system transition
MBUZZ designed and implemented a structured upgrade plan covering system design, infrastructure preparation, and coordinated project execution. The solution focused on modernizing the call center environment while ensuring seamless integration with the client’s existing systems.
Deployment of Cisco Finesse as the agent desktop platform
Unified interface enabling agents to access multiple systems and information sources
Web-based architecture simplifying deployment and management
Successful system upgrade with no disruption to ongoing operations
Improved call center capabilities and agent efficiency
Enhanced system monitoring and operational visibility
Fully implemented and documented infrastructure ready for operational use