Case Study: Durham County Council streamlines telephony and contact centre services with Maintel's bespoke UC platform

Durham County Council - Customer Case Study

Durham County Council worked with Maintel to replace a patchwork of legacy telephony systems inherited after local government reorganisation. The council needed a single, centrally managed communications platform to simplify support, reduce costs, and better serve around 10,000 users across many sites, including a contact centre.

Maintel delivered a bespoke Mitel UC solution, including Mitel MiVoice Business and MiContact Center Business, hosted across the council’s data centres and rolled out with approximately 5,000 handsets before expanding to 10,000. The project was completed in 18 months against a two-year target, while also improving maintenance, speeding issue resolution, and helping the council expand to two contact centres serving roughly 350 agents in total.

Durham County Council

Paul Makepeace

Senior Project Manager