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Monday, 30 November 2015 22:33

ShoreTel contact centre, mobility solutions for local govt body


Melbourne local government body, Brimbank City Council, has deployed a ShoreTel Connect unified communications (UC) platform to replace its current telephony and contact centre infrastructure.

Under the contract, the new ShoreTel UC solution 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.

ShoreTel Connect ONSITE is now available in Australia and Brimbank will be the first major implementation of the new platform locally. ShoreTel Connect, the biggest release in the company’s history, is a new single UC platform that can be delivered as a product or as a service.

The contract will see Brimbank deploy ShoreTel Connect ONSITE including ShoreTel Contact Centre and 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’s desktop client and handsets will be really intuitive to use for our employees,” said Helen Morrissey, Director Corporate and Community Relations, Brimbank City Council.

“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.”

Frédéric Gillant, Vice President and Managing Director of Asia Pacific, ShoreTel, 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.

“Our success at Brimbank is reflective of the groundswell of local councils that have selected ShoreTel in the recent past with more than 10,000 ends now managed in this vertical by ShoreTel partners in Australia.”

Brimbank plans to cut over a number of new sites each week, conducting training sessions with Flexnet on the new ShoreTel system at those sites on Tuesdays and Wednesdays before deploying the new phones and software to users on Thursdays.

“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,” Morrissey said.

Our contact centre will also benefit from additional capabilities and integration with third party applications to track calls and better understand customer trends.

 “The ShoreTel platform is a key component of our 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 excellent 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.”

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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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