Case Study: Pembrokeshire County Council achieves enhanced telephony and improved customer service with Daisy Group

Pembrokeshire County Council - Customer Case Study

Pembrokeshire County Council, the local authority for Pembrokeshire with around 150 offices, faced end-of-life Mitel sx2000 kit, multiple site moves and a shift to IP telephony for hot-desking and contact-centre needs. Following a formal tender, Daisy was appointed to develop a consolidated IP telephony strategy and to upgrade the estate using Mitel MXe 3300 servers, IP handsets and Mitel MiCollab.

Daisy worked with the council’s ICT team to replace legacy kit with three Mitel MXe 3300 servers, IP handsets, Mitel MiCollab and audio web conferencing on VMware with Active Directory integration, plus deployment planning and support. The result was improved functionality and efficiency across the county, greater staff mobility via the Mitel UC client and county-wide Wi‑Fi (reducing mileage and boosting productivity), better contact-centre reporting for improved response times and resource planning, and ongoing support from Daisy.

Pembrokeshire County Council

Lee McSparron

Head of ICT