Oadby and Wigston Borough Council

Success Story

Oadby and Wigston Borough Council enhances its customer service and delivers new ways of working with Unify’s flexible, scalable and resilient OpenScape Office LX.

OpenScape Office LX has facilitated a more customer-centric environment with streamlined communications, increased staff visibility and improved management of information.

The Task

  • Oadby and Wigston Borough Council needed to update its ageing IT infrastructure to support modern ways of working, enhance communications and improve customer service.
  • Like many councils, Oadby and Wigston is under tremendous pressure to adapt to an ever-changing environment. It has to deliver cost efficiencies, maintain services and support new ways of working with shared services arrangements.
  • With its existing switchboard, many calls were left unanswered, abandoned or misdirected. The Council urgently needed a communications system to improve customer services and maximise flexibility for staff, for both present and future requirements.
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The Solution

Unify’s accredited partner, Lloyds Business IP worked closely with the Council to identify its customer service and operational objectives.

  • OpenScape Office LX is particularly suited to service-focused organisations like Councils. It combines powerful “one number” UC applications that are scalable for up to 1000 users while integrating multimedia contact centre applications and myPortal for greater management of information.
  • The server based OpenScape Office LX is a resilient and secure solution that has been deployed on the existing VMware platform.

The Benefits

The Council has achieved better customer service within its contact centre and improved management of information for all staff.

  • Streamlined communications
  • Enhanced staff productivity and collaboration
  • Improved customer service with greater management of information
  • Faster and more accurate response time due to staff visibility
  • Reduction in call waiting times
  • Better call handling and reduced call abandon rates.

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