INNOVATION AND CONNECTIVITY THROUGHTECHNOLOGY INTEGRATION
South Dublin County Council covers a large geographical area in and supports a population of almost 280k people.The Council Headquarters is based close to The Square in Tallaght. The Council had as its core telephony infrastructure a legacy PBX supporting over 1000 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 Council had made the decision to move to a MicrosoftO365 environment as this made sound economic sense and also offered all users more flexible ways of working as well as a more easily managed dynamic network for the IT team.
Microsoft was recognised however as not having a similar leading enterprise contact centre solution which the Council needed to retain.