Case Study: AIPA SpA achieves nationwide single-number customer service and nearest-agency call routing with Mitel

AIPA SpA - Customer Case Study

AIPA SpA is a nationwide agent for municipal and provincial governments, serving about 50 local administrations and covering roughly 7 million inhabitants. The organisation needed a single national toll‑free customer service number with automatic routing of incoming calls to the nearest agency, supporting more than 40 available agents.

Telecom Italia upgraded AIPA’s NeXspan® L infrastructure to Aastra 5000 XD, added two Aastra 5000 AXS12 and one Aastra 5000 AXS PBX, and deployed an Aastra ACP Contact Centre in Milan to manage up to 40 agents. The ACP identifies caller prefixes and, via scripting, routes each call to the closest available agent—delivering a high‑availability, rapidly deployed solution that improved customer satisfaction and is open to future enhancements.

AIPA SpA