“Our migration to the Mitel solution was rapid and smooth. Mitel has helped us to improve the efficiency and customer service delivery of our front desk and contact centre teams, without increasing our budgeted costs.”- Janelle Sollitto, Acting Manager - IS, City of Charles Sturt

    The City of Charles Sturt is a local government region situated to the west of the Central Business District of Adelaide, South Australia. The council serves a population of approximately 105,000 residents, providing services such as road maintenance, waste collection, recycling, property planning, and heritage protection. 450 employees work to provide services to the community.

    The City of Charles Sturt needed to streamline their customer service delivery and improve the ability to communicate between its various locations throughout the region. A platform that was flexible and expandable to cope with growth and the changing needs of their residents was essential.

    Solution Components: MiVoice Business, MiContact Center Enterprise, Live Business Gateway

    • An organization-wide single employee directory for phone communications was implemented – eliminating delay when needing to reach the right person.
    • Automatically scheduled web-based contact reports are now generated, easily – providing further visibility into customer service delivery, enabling fast changes as needed.
    • It is now easy to make routine changes to configurations and call handling settings – these are now done inhouse, eliminating cost and delay therefore enhancing customer responsiveness.

    With a primary controller located in the Civic Centre and a backup in a secondary location, the entire solution is configured to provide a seamless service across the entire city and all locations, but with automatic failover should the need arise – ensuring ongoing communications at all times. With MiVoice colour touchscreen IP Phones throughout, high performance gigabit networking is possible, and each phone offers one touch access to communications features, such as the comprehensive directory, as well as providing the ability to access custom web content.

    Speaking in more details about the Intelligent Queue functionality within MiContact Center, Janelle Sollitto, IS commented further “…it has allowed us to easily tailor announcements, automatically redirect calls and present customers with interactive options.