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 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.