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Brimbank City Council Upgrades Contact Center Infrastructure with New ShoreTel Solution

December 01, 2015

The Brimbank City Council in Melbourne, Australia has begun the process of upgrading its contact center operations with the recent announcement that it will deploy ShoreTel Connect ONSITE, a new unified communications (UC) platform developed by communications solutions provider ShoreTel. Inc. The platform will replace the council’s outdated telephony and contact center infrastructure to enable a complete overhaul of its internal and external communications systems.


ShoreTel Connect ONSITE offers all the functionality of a traditional phone system but is augmented with additional features and extensive collaboration capabilities through an exceptionally intuitive user interface. The solution delivers seamless communications that employees will be able to depend on and therefore focus on improving their productivity instead of having to fumble with clunky, non-intuitive technology that is a hindrance to working with other employees and ultimately the services provided to the Melbourne community.

“The success of any UC solution is based on the user uptake of its rich collaboration features,” said Frédéric Gillant, Vice President and Managing Director of the Asia Pacific region at ShoreTel. “With ShoreTel Connect, we have focused our attention on the user interface by ensuring all the features available are intuitive, consistent and simple to use.”

In addition to IP PBX telephony, the system’s features include:

  • Desktop and mobility apps
  • A collaboration suite
  • Desk phones and/or softphone functionality
  • A comprehensive administration module
  • Integration with a wide range of third-party applications.

In addition, Brimbank will obviously deploy the optional ShoreTel Connect ONSITE Contact Center application.

“The ShoreTel platform is a key component of our broader set of initiatives to enhance customer service at Brimbank,” said Helen Morrissey, Director of Corporate and Community Relations for the Brimbank City Council in Melbourne, Australia. “We have a strong focus on finding the best technology available to provide our community with excellent customer service.”

Brimbank will deploy the solution across its 29 locations, which have a total workforce of more than 700 employees and serves a community of approximately 200,000 residents. The council selected ShoreTel Connect primarily due to its feature list (especially with regards to collaboration), innovative user experience and prioritization of mobility support. Once the solution is deployed, Brimbank will benefit from much more efficient and productive internal operations that will set the stage for further improvements and enhancements of services down the road.




Edited by Peter Bernstein



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