Mitel ’ s communications technology powers the City of Memphis
As the pandemic swept across America , the solution installed by Mitel came at precisely the right time
Mitel has supported thousands of cities around the world over the last 50 years . “ It was exciting to have the opportunity to bring that experience to bear in helping the City of Memphis modernize its communications infrastructure and the way its staff communicates and serves area residents ,” said Stephanie Ford , Vice-President of Vertical Sales at Mitel .
Discussions around the upgrade began in 2019 when stakeholders convened to gain a better understanding of the challenges they needed to address in overhauling the City ’ s disparate systems .
“ We had a PBX system that was over 20 years old , and only one person in our organization really knew how to support it ,” said Kimberly , Bailey , the City ’ s Chief Information Officer . “ We were looking for a solution that could better meet our needs . That ’ s why we chose Mitel .”
Leveraging the MiVoice Business platform , Mitel designed a solution with an integrated contact center that lets employees and the wider community connect more easily via the device
and channel of their choice . Working together with its partner CRI , Mitel enabled the City to get the new contact center up and running in time to respond to higher call volumes associated with COVID-19 related inquiries . “ The contact center is the ‘ storefront ’ of any organization , so the impression created within that space sets the stage for the entire customer experience ,” said Ford . “ With a modern contact center , the City of Memphis can depend on this virtual storefront to ensure the impression it ’ s making is the best one possible .”
Just as importantly , the new communications platform can support the City ’ s employees even when they ’ re not working behind the traditional office walls . This feature proved especially valuable when the pandemic hit and organizations first felt its impact . While many were initially unprepared , the Mitel solution allowed the City of Memphis to power remote working and maintain operations .
“ The initial implementation was very successful , so we ’ re continuing to deploy the Mitel infrastructure throughout the entire enterprise . Everyone loves it because it ’ s so much easier to use and it ’ s moving us into the digital space we want to be in ,” said Bailey .