Unified Communications Featured Article

Mitel's UC Solution Improves Efficiency at City of Charles Sturt

June 08, 2011

Mitel, a provider of unified communications software solutions, has stated that the City of Charles Sturt has successfully implemented a Mitel unified communications (UC) solution across their entire organization.

With Mitel’s UC solution, the Council has improved the flexibility and productivity of customer service delivery across key areas of the organization.

City of Charles Sturt is the local government region situated to the west of the Central Business District of Adelaide, South Australia. The Council services a population of approximately 105,000 residents, providing services such as road maintenance, waste collection, recycling, property planning, and heritage protection.

“Our organization delivers a wide range of services for the community, so ensuring our team is easily accessible to the public is a key concern,” said Janelle Sollitto, acting manager of information services for City of Charles Sturt, in a statement.

“In 2010, we decided it was time to improve our ability to communicate between our various offices, and streamline customer service delivery,” Sturt added. “To achieve this, our goal was to build on a platform that could flexibly handle our needs for many years.”

The council opted for Mitel Communications Director (MCD), Mitel Contact Center Enterprise, Mitel Intelligent Queue, and Mitel Live Business Gateway after evaluating several vendors.

Mitel implemented the project in a single stage in May 2010, following Council’s upgrade to power over Ethernet LAN switches. The company deployed advanced Mitel 5360 IP Phones for each desk, incorporating colour touch screens, and support for high performance gigabit speed networking.

The organization-wide single employee directory for phone communications simplifies administration of employee moves and changes. The IT help desk team can easily make routine changes to configurations and call handling settings, and seamlessly integrate the solution with the Microsoft application environment used by Council.

“Our migration to the Mitel solution was rapid and smooth,” said Janelle Sollitto. “We have integrated Microsoft Office Communications Server, which allows staff to see presence information for their colleagues – enabling them to quickly direct calls to available colleagues, without dialing multiple extensions.”

Recently, Mitel announced the extension of its enterprise grade unified communications capabilities to the recently launched Blackberry PlayBook tablet.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Rajani Baburajan is a contributing editor for unified communications. To read more of Rajani's articles, please visit her columnist page.

Edited by Jamie Epstein

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