Ashford Borough Council

Ashford Borough Council uses SMS to Extend Social Inclusion with Mitel

Customer Needs

• Improved social inclusion and shorter waiting times for key council services including council housing
• Ability for the council contact center to deal efficiently with mobile SMS communications
• Offer alternative communications channels to the public that are in line with consumer trends

Solutions Components

• Mitel 3300 IP Communications Platform (ICP)
• Mitel Customer Interaction Solution
  • Mitel Contact Center Management
  • Mitel Interactive Contact Center
  • Mitel Multimedia Contact Center
  • Mitel Contact Center Intelligent Queue
• Mitel IP Phones

Results

• Improved customer service levels through the integration of mobile communications in the contact center
• Increased flexibility for the people of Ashford, enabling them to call or text after-hours, at times when they may be more likely to be reviewing what housing has become available
• Innovative new ways of dealing with citizens, from payments to information requests as well as new ways to enable citizens to report on environmental issues such a street light outages
• The promise of reduced waiting times during the registration period for choice-based lettings