Cardiff County Council

Cardiff County Council is the local authority for the city of Cardiff, the capital of Wales and home of the Welsh Assembly. It serves a population of 302,000, including 25,000 students.   Cardiff is the youngest and fastest growing capital city in Europe.

Customer Needs

• Practical user interface for easy contact handling and ability to resolve enquiries at first point of contact
• Effective and common handling of voice and electronic contact channels in both English and Welsh languages
• Ability to provide de-centralized contact handling service to other councils and public sector bodies
• Ability to integrate into existing line of business applications such as SX3, Mayrise, Comino, QAS systems

Solution Components

• Mitel SX-2000
• Mitel 3300 Integrated Communications Platform (ICP)
• Mitel Call Centre Commander
• Mitel Agent Dashboard

Results

• Distributed multi-channel contact centre service based upon central technology architecture able to deliver services to citizens for many councils and central government in both English and Welsh
• Wales' public sector operated consumer advice line
• Real-time integration into existing line of business applications
• An efficient working environment with low staff turnover
• High user satisfaction ratings