Telephony/Unified Communications Solution

<p>Over the last 20 months&rsquo; Mid Devon District Council (MDDC) has faced significant challenges due to the Covid19 pandemic. The Council has been faced with&nbsp;</p>
<p>&nbsp;</p>
<ol>
<li>radically changing our service delivery model</li>
<li>balancing shifting customer and staff expectations</li>
<li>modernising current working practices</li>
<li>maintaining financial sustainability</li>
</ol>
<p>&nbsp;</p>
<p>All of the above occurred before we were able to invest in our infrastructure to provide seamless communications between staff and with our customers.</p>
<p>&nbsp;</p>
<p>With the shifted expectations on contemporary working environments and practices, and in conjunction with our Transformation Programme we are seeking a modern and resilient telephony provision with Unified Communications.&nbsp;</p>
<p>&nbsp;</p>
<p>Our existing systems need replacing in order to deliver a truly modern and unified communications framework through which we can deliver our services to the public.&nbsp; We plan to replace our existing on-premises PBX, Meridian switch system and our Avaya IPOCC contact centre with a cloud based VOIP solution.</p>
<p>&nbsp;</p>
<p>We operate out of various sites, so it is essential to ensure staff are able to move between sites and home whilst keeping their telephone number and functionality.</p>
<p>&nbsp;</p>
<p>We are looking to achieve the following from replacing our existing Telephone and Contact Centre solutions:</p>
<p>&nbsp;</p>
<p><strong>Functions Enhancements</strong></p>
<ul>
<li>Unified Communications and Collaboration tools</li>
<li>Enhanced Mobile/Agile Working</li>
<li>SIP Endpoints (softphone, mobile device Apps and &lsquo;hard&rsquo; desk phones)</li>
<li>Improved reporting on call handling, volume, usage and cost breakdown.</li>
</ul>
<p>&nbsp;</p>
<p><strong>System Availability &amp; Enhanced Support</strong></p>
<ul>
<li>Contemporary System Architecture</li>
<li>Improve system lifetime (PSTN retirement)</li>
<li>Improved Redundancy/Flexibility (Business Continuity)</li>
</ul>
<p>&nbsp;</p>
<p><strong>Cost</strong></p>
<ul>
<li>Reduced/Efficient system administration</li>
<li>Reduced call costs</li>
<li>Reduced licencing and line rentals.</li>
</ul>