SOUTH DUBLIN COUNTY COUNCIL
SOUTH DUBLIN COUNTY COUNCIL INTEGRATES PHONE SYSTEM WITH MSO365 AND MICROSOFT TEAMS
AT A GLANCE
Industry
Goals
Solution
Benefits
INNOVATION AND CONNECTIVITY THROUGH TECHNOLOGY INTEGRATION
South Dublin County Council (SDCC) covers a large geographical area of approx 223 km2 and supports a population of almost 280k people.The Council Headquarters is based close to The Square in Tallaght. The Council had a core telephony infrastructure supporting over 1,000 users, across the main site and the outlying libraries managed by the Council.
In addition to this, the Council’s CustomerCare department handled all incoming calls via a multi-media queue-based contact centre to handle public calls.
THE BACKDROP
The Council had made the decision to move to a Microsoft O365 environment as this made sound economic sense and also offered all users more flexible ways of working. The new solution also provided the IT team with a more easily managed network. Microsoft was recognised however as not having a similar leading enterprise contact centre solution which the Council needed to retain.
“Working with South Dublin County Council, we have rolled out a cutting edge solution that is fully integrated with the Microsoft Teams platform. We have enabled their employees to work better, smarter and more flexibly. In addition, we have scaled back their existing phone system, enhanced contact centre operations efficiencies and achieved cost savings.”
Jane O’Doherty – VEI Global
DEFINING THE PROJECT NEEDS
A full migration to Microsoft Teams for full voice and UC was required as well as a natively embedded contact centre fully compatible with MS Teams. At the heart of the project was the need to provide a seamless, consistent and reliable platform to support a fully flexible working arrangement for all employees and to continue to provide an efficient customer care centre solution to handle all calls from the public.
SOLUTION DRIVEN FOR MAXIMUM SUCCESS
VEI Global’s approach to the Council’s strategy was to integrate the existing technology to MS O365 as a short term measure. This would make best use of the investment already made by SDCC and staff would continue to use technology that they were familiar with, therefore minimising any disruption to customers and staff alike. This would allow the Council to migrate to the MS Teams environment at a controlled and managed pace.
The Council working with VEI Global made the decision in late 2021 to move away from the existing contact centre to Luware Nimbus. Luware is a certified extended contact centre for Microsoft Teams and guarantees the deepest possible integration with the platform. Nimbus adheres to Microsoft’s high standards regarding APIs, software architecture, and security. The software is agile and scalable and is optimized for the cloud which reduces IT infrastructure and complexity. The solution that VEI Global has implemented for SDCC is simple to set up and intuitive to users and can be implemented on either a per queue basis or agent basis. SDCC opted for 60 queues with an operator console now implemented and used as the Council’s new contact centre platform. The solution is fully native to MS Teams, is designed to be flexible and grow with the Council’s changing needs.
ABOUT VEI GLOBAL
Who We Are – VEI Global is a market leader in providing innovative technology services and support solutions. We excel in delivering multi-site IT deployment projects across all sectors around the globe. Our focus is on providing the best support service capabilities, all requests are managed 24/7. We can handle any ICT challenges and are experts in networks, logistics, infrastructure and service delivery.
A highly skilled and experienced IT team such as VEI can support businesses with all aspects of IT infrastructure projects, from reviewing your requirements, identifying the right solutions to suit your requirements and budget, right through to deployment and ongoing systems maintenance. This leaves you free to focus on what matters most—your business operations and business growth.
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