The client, a major international gateway airport, faced the challenge of modernising its communication infrastructure to enhance operational efficiency and customer experience.

The airport sought a hybrid-cloud solution to reduce management overhead and ensure redundancy. So they approached Natilik, a trusted partner, to guide them.

  • Challenge
  • Solution
  • Outcome

Challenge

The client’s existing on-premise Cisco Unified Communications and Contact Centre systems were becoming increasingly difficult to manage and lacked the flexibility needed for future growth. The airport aimed to achieve a seamless migration to a hybrid-cloud environment, ensuring minimal disruption to critical operations. However, they needed to ensure their new solution integrated with legacy systems, ensured high availability, and provided a robust disaster recovery plan.

Solution

Natilik proposed a solution centered around Cisco Webex Calling and Webex Contact Centre. The solution included:

  • Webex Calling Dedicated Instance (DI):

    Deployed for terminal telephony, providing a private-cloud hosted Cisco Unified Communications solution. This ensured support for legacy devices and simplified migration from the existing on-premise system.

  • Webex Calling Multi-Tenant (MT):

    Used for staff and retail devices, offering a full-cloud telephony platform accessible via the internet.

  • Webex Contact Centre (WxCC):

    Replacing the on-premise Cisco Unified Contact Centre Express (UCCX), providing a cloud-based contact centre solution with integrated call recording and quality management.

  • Workforce Optimisation (WFO):

    Enhancing agent performance through historical data analysis, call recording, and quality evaluations.

Outcome

The successful implementation of the hybrid-cloud solution delivered several benefits for the client. It enhanced operational efficiency by reducing management overhead, with Webex Calling Dedicated Instance (DI) streamlining terminal telephony and Multi-Tenant (MT) centralising staff and retail communication. The cloud-based Webex Contact Centre (WxCC) minimised on-premise hardware maintenance, allowing the IT team to focus on strategic tasks. The solution improved redundancy and disaster recovery through geographically dispersed data centres, automatic failover, and real-time data replication, ensuring uninterrupted communication. Seamless integration with legacy Cisco systems enabled a smooth transition without disrupting daily operations. Staff benefited from modern telephony tools supporting remote work and mobile access, while passengers experienced faster response times, improved call quality, and personalised support through Workforce Optimisation (WFO) tools. This future-proofed the airport’s communication infrastructure, keeping it agile and responsive to evolving needs.