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Cork County Council: Convergence spearheads service transformation
Cork County Council: Convergence spearheads service transformation
Executive summary
Cork County Council’s IT and communication systems had evolved in response to specific challenges leading to disparate, standalone systems from various suppliers, with inconsistent and diverse support arrangements. The Council set about finding a partner to provide a single flexible and scalable technology platform as a foundation for improved public services.
The converged BT solution comprises three integrated elements: a BT Contract Central CRM environment; a centralised IP Telephony system; and the upgrade or replacement of LAN infrastructures at all Council sites across the county where required. The new Cisco-based IP Telephony and LAN solution extends voice services to over 100 Council sites across the County and will ultimately serve more than 2,500 extensions.
The Council now has a full multimedia contact centre capability, enabling customer advisors to deal with a blend of voice, email, fax, web and even SMS enquiries. Productivity has increased with up to 89 per cent of calls successfully dealt with first time, significantly improving customer service. Costs have dramatically reduced with inter-site calls now carried at no extra cost over the IP-based WAN and reduced maintenance and administration costs. Payback on the investment is forecast within three years.
“We chose BT because it offered us an integrated telephony and contact centre solution comprising top class technology with commercially attractive terms, and all the advantages of a single vendor service model.”
Ger Power, Head of Finance, Cork County Council