Mitel has delivered a contact centre solution to South Lakeland and Eden district councils in Cumbria, England, to enhance the customer experience. The virtual solution also allows home-based agents to integrate seamlessly into the contact centre and supervisors to manage and monitor operations from any location.
Implemented by Gateshead-based IT Professional Services, MiContact Centre for Lync from Mitel integrates seamlessly with Microsoft Lync to deliver advanced contact centre applications for the district councils’ 25 customer service agents, all in a familiar, easy-to-use Microsoft Office interface.
At Eden district council, Linda Methven, Customer Services and Transformation Manager, reports: “Officers working in virtual offices, in the field, on location and working at home, are benefitting from the ability to access full telephony using their laptops and Lync. Mitel’s Automatic Call Distribution is opening up opportunities for home-based contact centre staff to improve both operational efficiency and customer service. This has been a hugely beneficial and positive change for the contact centre, officers and customers of Eden district council.”
Ben Wright, IT Services Manager, South Lakeland & Eden district council, comments: “The Mitel solution is ideal for our shared services environment, delivering tools to our contact centre supervisors to monitor and manage our performance, with the reliability and functionality agents need, regardless of location. Only months into the deployment and both District councils are already benefiting from the more agile and flexible approach, with very positive feedback from our teams.”
Graham Bevington, VP International Markets, Mitel, adds: “MiContact Centre for Lync is ideal for organisations that are invested in Microsoft Lync but need a more advanced and feature-rich contact centre solution, without added cost and complexity.”
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