After an extensive RFP process, and utilizing the Mitel Sourcewell contract for their procurement, the City of Baltimore awarded Mitel a contract to host MiVoice Business and MiContact Center on the city’s private cloud. Mitel stood out to the evaluation committee as a technically reliable, highly secured, and price-competitive solution.
The city has a centralized and scalable VoIP system supporting over 20,000 devices. The feature-rich, remote-capable unified communications (UC) platform proved invaluable for providing essential services to staff, constituents, and the public during the COVID-19 lockdown.
Built on the city’s virtual network, the UC system is supported by resilient SIP trunks with failover controllers. The private cloud keeps 95% of the city’s solutions behind a protective firewall, avoiding hackers and other threats to security. MAC work is now completed in hours instead of days.
Since implementing the new UC platform, the city has seen operational expense reductions through consolidating its contact centers and disconnection of unused circuits. Greater internal control of operating expenses has reduced carrier costs by 75%, saved thousands of dollars in annual maintenance, and returned a yearly cost avoidance of $2 million based on a 12-year TCO. The operational expense reduction is driven under the leadership of City Comptroller Bill Henry. The Comptroller is focused on modernizing and restructuring telecommunication systems to increase efficiency, improve customer service, and prioritize cost-effective solutions.