Situated next to Sydney Harbour, Mosman Municipal Council’s (Mosman Council) set out to replace its 15-year old PABX analogue-based telephony platform which had increasingly been unable to keep up with the organisation’s ability to service the community at the customer experience levels which it desired.
 
The council’s manager IT services, Kevin Nonweiler, said the former PABX had a very antiquated voice mail system. 

 

“Over time it became clear that we were being held back in being as efficient as we could be in fielding incoming calls as we had no facility for reporting and no queuing system for caller enquiries,” he said.

 

“The system had no inherent ability for scaling for future growth to match the needs of our growing services across the community.”

 

At the same time, the council had been using Telstra tie lines to provide communication between the main council buildings and outlying sites. 

 

These lines were expensive to maintain, it totalled about $25000 per year and were in the process of being decommissioned.
 
As a result, during 2009, the council reviewed several VoIP telephony platform solutions which could provide the organisation’s 150 staff with telephony integration to their PC systems and utilise the organisation’s existing building infrastructure.
 
Once Mr Nonweiler and his team had set its sights on a VoIP solution, the council set out to find a provider who could give the best value within the government contracts sphere, simple integration into its PC-based network and new capabilities, including a menu system for customer-focused call switching technology.
 
“We looked around at what was coming up in various government contracts and CallTime Solutions came up as one of the vendors to councils,” he said.
 
“Being software-based, Interactive Inteligence's CIC can run on any server equipment, another benefit was the software isn’t tied to any phone handset.”

CIC provided the council with a VoIP PBX, IVR, unified communications and multi-media contact centre solution in the one software suite built from the ground up. 
 
With the decision made, Mosman Council deployed CIC in just two months, complete with internal training for council staff.