That’s why the Indiana landmark, one of the largest library systems in the United States, turned to Mitel® to fit the final piece into the puzzle.
In highly competitive bidding between industry leaders that included Cisco Systems® and Avaya®, ACPL and their consultants, The Gateway Group, selected Mitel for its forward-thinking solutions portfolio, price and continued strong investment into R&D.
“We looked at a number of solution offerings to determine which company could give us the best initial and total cost of ownership for our $400,000 budget,” said ACPL IT director Sean Robinson “We examined a number of proposals, but Mitel won the RFP with superior IP solutions and the amount of money they invest and will continue to invest into R&D now and in the future.”
“When we analyzed ACPL's needs and plans, department by department, it quickly became clear that they would benefit from a range of unified communications functions including unified messaging, wireless Spectralink phones, and display phones,” said Garrett Myers, senior consultant of The Gateway Group. “Once the advantages of unified communications functionality became clear, it was important to find a solution that provided the unified communications (UC) functionality that could be well integrated and managed today, and could evolve over time. Mitel and MVD had the experience and commitment to integrate the various UC functions and it was clear that Mitel is committed to aggressively evolving their own products to unify communications functionality and to integrate with other leading hardware and software solutions.”
As well, Mitel Platinum solution provider MVD Communications demonstrated their unrivaled commitment to customer service in helping secure the business.
Together with Mitel, MVD Communications proposed the inclusion of the Microsoft® Office Live Communications Server 2005 to run in conjunction with the Mitel Live Business Gateway and Mitel 5340 IP Phones to provide the extended functionality desired by ACPL. This included text messaging to the desktop and wireless phones, as well as presence management.
“With Live Communications Server 2005, we’re able to extend the libraries beyond their physical walls to create a virtual reference center,” Robinson said. “More people can use our resources than ever. We believe Live Communications Server 2005 will act as a virtual interface between our patrons and staff. Patrons will be able to Instant Message (IM) our staff and get answers to their questions immediately. And for patrons who use the phone to contact us, more of our staff have voice mail than before, which translates into better customer service because messages are returned faster than ever.”
In all, Allen County Public Library deployed:
As well, the HTML display on the 5340 IP Phones could allow library staff to text message with the many other phones that are not co-located with PC terminals.
The wireless phones – which have the features of a desk phone in your pocket – and Mitel’s close partnership with SpectraLink was another positive factor. Regardless of where library staff may be, they can be reached either by voice or text messaging, which lowers cost and increases productivity and customer service. The wireless phones support multiple lines, allow for text messaging and offer access to regular phone features through function, menu, and four soft keys. “The savings we are experiencing from the Mitel solution are significant. Overall ACPL will save approximately $25,000 annually while increasing our productivity and customer satisfaction,” Robinson said.
About Allen County Public Library
The Allen County Public Library has been part of the social and cultural fabric of Fort Wayne, Indiana and surrounding communities since 1895. Then known as the Fort Wayne Public Library, it served residents with 3,606 volumes in a room in City Hall. Since then it has grown to consist of the main library in downtown Fort Wayne and 13 branches in the city and outlying communities. Fort Wayne has been cited as the Best Read City in the United States by Places Rated Almanac, due in large part to the library's collection and patrons' use of it.
About The Gateway Group
The Gateway Group provides consulting services to guide managers and executives through the evaluation, design, selection and implementation of complex technology solutions. Founded in 1990, the Gateway Group today focuses on telecom and unified communications solutions with a top down approach that aligns technology with an organization’s strategy, culture, competitive environment and existing operational processes and technology. Typically, the Gateway Group organizes and oversees a situation-specific team of IT, telecom, integration, training, wireless and carrier specialists to complement a client’s resources in order to achieve a high-value outcome with minimal risk. Based in the Detroit, Michigan area, the Gateway Group also works in England and is a member of the Society Of Telecom Consultants. For more information, visit www.gg-mi.com or call 313-882-2249.
About MVD Communications
MVD Communications is a Cincinnati-based company that provides voice and data network applications for small and large businesses nationwide. Key offerings include telephone systems and voice mail, data networking and design, remote monitoring, customized maintenance and support and managed services. With regional offices in Florida, Indiana and Ohio, MVD supports and maintains solutions from such industry leading manufacturers as Mitel. For more information visit www.mvdcommunications.com.
A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 70 million business users in more than 100 countries. For more information, go to www.mitel.com and follow us on Twitter @Mitel.
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Camille Beasley, Media