- Governement
- Asia Pacific
- Midsize
- Premise
The City of Charles Sturt
“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 Information Services. “We decided it was time to improve our ability to communicate between our various offices and streamline customer service delivery. To achieve this, our goal was to build on a platform that could flexibly handle our needs for many years.”
At a Glance
The City of Charles Sturt had a legacy communications system that was not meeting the needs of its employees or residents. The system was outdated and inflexible, making if difficult for employees to communicate with each other and with residents.
Goals
The City had several key goals for this project. They wanted to improve accessibility for their team, enhance communication between offices, and streamline customer service delivery. To achieve these goals, they sought a flexible and scalable platform that could adapt to their future needs.
Results
By implementing a Mitel unified communications solution, the City of Charles Sturt successfully improved its communication and customer service capabilities. The solution enabled them to create a single employee directory, simplify administration, and enhance the flexibility of their contact center. The IT help desk team can now easily manage configurations and call handling settings. The solution also provided automated web-based reports, offering insights into customer service delivery and enabling data-driven decision making.
"Add quote “ Mitel Intelligent Queue has allowed us to making it possible for us to easily tailor announcements, automatically redirect calls, and present customers with interactive options.”
Janelle Sollitto Acting Manager, IS City of Charles Sturt
