Case Study: Carmarthenshire County Council achieves improved call efficiency, bilingual customer service and cost savings with Daisy Group

Carmarthenshire County Council - Customer Case Study

Carmarthenshire County Council, the local authority serving more than 180,000 residents, needed a modern communications platform to handle high call volumes, support bilingual (English/Welsh) callers and provide 24/7 availability. Daisy was engaged to update the council’s ageing analogue telephone estate and deliver a refreshed IP telephony solution, including Mitel handsets and NuPoint Messenger for unified voicemail/fax/email management.

Daisy implemented an ongoing migration to IP telephony with Mitel architects, deployed NuPoint Messenger to streamline messaging and language choice, and provided a variable maintenance package with local, round‑the‑clock support. As a result Daisy enabled simpler infrastructure, improved call manageability, increased productivity and cost savings for the council, while raising call efficiency and customer service for bilingual residents.

Carmarthenshire County Council

Justin Williams

ICT Manager