A series of workshops and tech demonstrations ascertained the Council’s goals and functional requirements, and served to build an integrated solution that would deliver against departmental, technical, legal and financial criteria.
The Council’s new scalable, resilient Mitel UC platform with cost-effective SIP phone lines is hosted on premise and fails over to a disaster recovery site to prevent service outages. Importantly, the system is easy to manage for the Customer Services Team who can now add new lines and set up software applications, which proved a time and money saver during the office move.
In tandem with the Mitel contact centre, the solution also helps home-based customer service agents to feel more connected to the office and it adds management visibility: “I can see who my team are talking to and how long for. When I have a question I just send an instant message. It simply saves time and reduces email”, says Johanne.