Mitel Enhances Customer Service for South Lakeland and Eden District Councils
Seamless Integration With Microsoft Lync Puts the Customer at the Centre of
the Councils' Communication Strategy
LONDON, June 25, 2014 (GLOBE NEWSWIRE) -- Mitel® (Nasdaq:MITL) (TSX:MNW), a
global leader in business communications, 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.
Features including presence-aware telephony, conferencing and messaging have
significantly improved the contact centre experience for customers, as
Caroline Metcalfe, Contact Centre Team Leader at South Lakeland's site in
Kendal, explains: "The Mitel solution has had a positive impact on the quality
of service and has been very well received by customers using our contact
centre. We can provide much richer information to callers and the ease of
transferring interactions and collaborating with knowledge workers throughout
the council has increased first call resolution rates and reduced call times."
The virtual contact centre environment gives home-based agents complete access
to all the voice and data capabilities of the contact centre and ensures
customer service is not impacted if agents cannot reach the Council sites. The
management capability has been extended to the home, enabling supervisors to
spot problem areas, analyse trends, make decisions in real-time and also help
to take calls at peak times.
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
The Mitel solution has allowed the two District Councils to adopt a more agile
and proactive approach to citizen communication. For example, skills-based
routing enabled South Lakeland to direct council tax-related calls to
specialists in the contact centre, relieving pressure on the taxation
department when new UK annual charges were communicated in March 2014.
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
Mitel® (Nasdaq:MITL) (TSX:MNW) is a global leader in business communications
that easily connect employees, partners and customers -- anywhere, anytime and
over any device, for the smallest business to the largest enterprise. Mitel
offers customers maximum choice with one of the industry's broadest portfolios
and the best path to the cloud. With more than US$1 billion in combined annual
revenue, 60 million customers worldwide, and #1 market share in Western
Europe, Mitel is a clear market leader in business communications. For more
information, go to www.mitel.com.
Mitel and the Mitel logo are registered trademarks of Mitel Networks
All other trademarks are the property of their respective owners.
CONTACT: Duncan Miller, Mitel, +44 1291 430 000
Andrea Berghall/Andrew Hill, EML Wildfire
+44 20 8408 8000, firstname.lastname@example.org
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