Case Studies
BACKGROUND:
As a semi-rural region, Wollondilly Shire Council required a way of improving communication with its residents. The council had been using a traditional phone system which was impeding the delivery of innovative business practices.
CHALLENGE:
Whilst providing an idealist rural village lifestyle, Internet services were not reliable enough to be utilised as the only external connection. The local government has many unique requirements that any solution must be able to meet. Additionally, Wollondilly Shire Council had a desire not only to meet the requirements placed on them but to exceed them. The system must be resilient and recoverable in any foreseeable disaster.
SOLUTION:
To negate the unreliable internet issue, a Mitel MiVoice Business controller was installed in the main administration building and connected to the councils existing resilient networks. A second controller was installed in a remote location with a dedicated private network connecting the two. The resilient controller was installed in a movable cabinet allowing easy transportation if long-term relocation was required due to a disaster.
A Mitel contact centre was implemented with customised intelligent routing. An SQL database was configured with a web page front end to enable council staff to easily modify call routing behaviour when required.
The solution enabled Wollondilly Shire Council to modify their internal practices and streamline the customer experience for their residents.
