Azzurri, the provider of cloud and managed communication services, recently successfully supported North Yorkshire County Council to ensure seamless communications and connectivity during the departure of the Tour De France in Yorkshire.
North Yorkshire County Council needed to ensure that high-quality communications were available over the course of the two-day event with the help of Azzurri's services. The Council has been a customer of Azzurri since 2006 using its VoIP and contact centre services as part of a managed service.
Two command centres acted as the central communications and co-ordination hubs for the competition with each one having a Mitel IP Telephony (IPT) solution with built-in disaster recovery capabilities to be able to easily switch between centres in the event of the inability to access either one.
The Council also established a customer service centre to ensure a quick, accurate response to visitors' queries about the race. The centre included an overarching Interactive Voice Response (IVR) service to help direct callers to the right department to resolve their queries. The Council said it saw a 20% increase in call volumes.
Gavin Booth, Service Manager at North Yorkshire County Council, said that the council saw a huge spike in inbound calls during this very busy period. It was essential that they were able to ensure that it passed off seamlessly, he explained, adding that the Azzurri Communications' infrastructure had to be up to the challenge. 'I’m glad to say it all work beautifully,' he added.
'The partnership between our in-house IT team and Azzurri ensured the Mitel IPT systems and contact centre technology in the customer service centre were available, reliable and contributed to an a immensely successful event which we are proud to have put on, said Booth.
'In particular the overarching IVR system, which was deployed by our in-house IT team and Azzurri to a tight deadline, helped us to deliver a great experience to our citizens and visiting tourists alike by ensuring each call was routed through the correct destination.'