The VoIP solution enabled Trafford Council to meet key government KPIs, with over 80% of calls answered at the first point of contact and many queries resolved within 24 hours, greatly enhancing service delivery to residents.
Its legacy communications solution was expensive to operate and maintain, and was proving to be inflexible in terms of supporting Trafford Council’s aims, objectives and KPIs.
Intra-company call costs were excessively high, and managing moves, adds, and changes was a cumbersome, inefficient process that was unnecessarily costly. Additionally, not all of the local authority’s sites - such as schools, sports centres and libraries - were 'on net', leading to greater inefficiencies and higher costs.