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When Buffalo, N.Y., closed its municipal buildings as part of a pandemic lockdown ın March 2020, Oswaldo Mestre had only two days to find a way to keep a vital line of communication open to residents.
As the city’s director of citizen services, Mestre manages Buffalo’s 311 contact center, which fields questions and complaints from citizens. Buffalo 311 includes an online portal and a mobile app, but its heart is a Cisco PBX call and resolution center previously run out of City Hall and staffed by workers who had been sent home for the duration of the city’s lockdown…
