Case Studies
BACKGROUND:
Wollondilly Shire Council sought a way of improving their communication networks with residents. As a semi-rural region, the council had been using a traditional phone system, but this was now impeding the delivery of innovative business practices.
CHALLENGE:
The council had many unique requirements that needed to be met by the proposed solution. For example, the proposed network system had to be resilient and recoverable in any foreseeable disaster. Additionally, Internet services in Wollondilly were not reliable enough to be utilised as the only external connection.
SOLUTION:
To negate the unreliable Internet issue, a Mitel MiVoice Business controller was installed in the main administration building and connected to the council’s 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 and 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.
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