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The city's acting manager information services, Janelle Sollitto, said that, after undertaking a tender process evaluating solutions from multiple vendors, a Mitel unified communication solution based on the company's Freedom architecture was chosen. The solution comprised of the Mitel Communications Director (MCD), Contact Center Enterprise, Intelligent Queue and Live Business Gateway.
Sollitto said the council delivered a wide range of services for the community, 'so ensuring our team is easily accessible to the public is a key concern. In 2010, we decided it was time to improve our ability to communicate between our various offices, and streamline customer service delivery. To achieve this, our goal was to build on a platform that could flexibly handle our needs for many years.'
Sollitto said council services are delivered by a team of 450 employees, with the majority
of employees located at large facilities at the Civic and Beverley Centres, with all locations connected via a private IP-wide area network.
'The primary MCD is located in the Civic Centre, with a second in the Beverley Centre. The entire solution is configured to provide a seamless service across all locations, with the ability for automatic failover in the event of a fault or communications disruption. The solution was designed and implemented by Data Mobility Voice, an accredited Mitel premierPARTNER based in South Australia. DataMobility Voice will also provide ongoing technical
support services for the communications infrastructure.'
According to Sollitto, migration to the Mitel solution was rapid and smooth, and the council had integrated Microsoft Office Communications Server, allowing staff to see presence information for their colleagues, enabling them to quickly direct calls to available colleagues, without dialling multiple extensions. Sillitto said Mitel had helped to improve the efficiency and customer service delivery of our front desk and contact centre teams, 'without increasing our budgeted costs.'
Mitel vice-president for Asia Pacific, Gwilym Funnell, said the latest contact centre technologies offer 'many opportunities to tailor customer service delivery without increasing your headcount.' Funnell said that Mitel's Freedom Architecture helped organisations to simplify the administration of their communications systems, while flexibly deploying the latest contact centre automation and reporting tools.
