Unified communications (UC) company, ShoreTel, has deployed its new collaboration, contact centre and mobility solution for Brimbank City Council in Melbourne.
As per the agreement, the ShoreTel Connect unified communications platform will replace its current telephony and contact centre infrastructure and will form the basis of a comprehensive revamp of systems to enhance Brimbank’s delivery of services to its community of almost 200,000 residents.
The solution, named ShoreTel Connect Onsite, is available in Australia and Brimbank will be the first major implementation of the new platform locally and is said to be a core component of broader customer service revamp for Melbourne’s third largest municipality.
Brimbank will deploy ShoreTel Connect Onsite, including ShoreTel Contact Center and ShoreTel Mobility across 29 locations for more than 700 council staff, with the joint project between ShoreTel partner Flexnet and Brimbank’s own IT department expected to be completed by the end of February 2016.
ShoreTel Asia-Pacific vice-president and managing director, Frédéric Gillant, said with ShoreTel Connect, the company has focused its attention on the user interface by ensuring all the features available are intuitive, consistent and simple to use.
“I’m pleased that Brimbank highlighted this as an important reason for its decision to choose ShoreTel. Our success at Brimbank is reflective of the groundswell of local councils that have selected us in the recent past with more than 10,000 ends now managed in this vertical by ShoreTel partners in Australia.”
Brimbank City Council corporate and community relations director, Helen Morrissey, said Brimbank underwent a rigorous tender process for its new UC solution, and selected ShoreTel for the ease of use and simplicity of the platform. The council saw ShoreTel Connect in beta version, and chose to deploy the new platform based on its user experience and functionality.
“ShoreTel’s desktop client and handsets will be really intuitive to use for our employees. The concertina design of the ShoreTel Connect desktop client is an efficient use of screen space and the features are simple-to-use: we were really impressed. Given ShoreTel Connect was just released, it made sense to choose the new platform,” she said.
Morrissey also indicated the council’s goal is to see a higher level of customer service responsiveness across the organisation, with ShoreTel’s collaboration features, contact centre functionality and the extension of UC to mobile devices.
“Our council operations are spread across many sites so we are looking forward to using presence and instant messaging to more easily re-direct calls and collaborate with our colleagues. Our contact centre will also benefit from additional capabilities and integration with third party applications to track calls and better understand customer trends,” she said.
According to Morrissey, the ShoreTel platform is also a key component of its broader set of initiatives to enhance customer service at Brimbank.
“We have a strong focus on finding the best technology available to provide our community with customer service. We will be looking for opportunities to integrate ShoreTel in a number of customer service projects we have planned, including a new website presence and the introduction of a new customer database. Quite simply, ShoreTel will be a huge improvement on what we have today,” she added.