Copeland Borough Council Case Study

Brief:

Copeland Borough Council is a Local Authority based in Whitehaven that covers a large area of Western Cumbria. They are a forward looking council that embraces modern technology and CNS enjoy Trusted Advisor status as the incumbent supplier of VOIP services and associated applications.

Project:

CNS provide support for the Mitel VOIP solution across 2 sites which operate in a Cluster to allow Hot Desk users to work from either office whilst retaining their Telephone number and handset profile.

The Council also make use of a Mitel Contact Centre to help improve the customer experience and allow the Council to measure the service level provided to their clients. A Call recorder is also supported by CNS and this allows the Council to evaluate their customer service offering whilst ensuring that they meet their Customer service targets.

CNS have recently deployed a pilot Mitel Unified Communications and Collaboration solution to provide Unified Communications facilities and promote new means of staff Communication. This solution includes Audio / Video Conferencing to deliver a wealth of on screen information and features to complement the existing VOIP system. The pilot system has been very well received and the solution will be deployed more widely across the Council very soon.