Mosman Council dumps ageing telephony

The high cost of Telstra tie lines, coupled with an ageing telephony system, has resulted in Mosman Council switching to Voice over Internet Protocol.

The council deployed Interactive Intelligence's customer interaction centre solution last year, with the rollout taking two months and the product having capability for VoIP (Voice over Internet Protocol), BBX, IVP, unified communications and multimedia.

The deployment

Since the deployment, council staff members are able to identify incoming calls, and have saved time and improved customer service, Nonweiler said.

"In the old system, we couldn't tell where or when the calls in the system were coming from and the quantity of calls we were making," he said.

"We've moved from a system that didn't record when or where someone called you from to a system where we can as a matter of fact tell where calls are coming from."