Case Study: City of Hasselt achieves centralized, resilient communications and improved citizen service with Mitel

City of Hasselt - Customer Case Study

The City of Hasselt in Belgium consolidated its municipal and social welfare departments into a single organisation and moved into a new City Hall. To improve citizen service and centralize communications, the council needed to integrate a legacy Alcatel PBX with existing Mitel systems and implement a modern contact center and collaboration tools while controlling costs.

Partnering with BKM-Orange and Mitel, Hasselt rolled out MiVoice 5000, MiContact Center, MiCollab softphones, SIP DECT handsets and CloudLink web chat in a phased deployment accelerated by COVID-19. The upgrade delivered faster call handling, higher citizen satisfaction, unified collaboration for hundreds of remote workers, more accurate reporting, reliable VoIP across multiple sites and greater scalability for future needs.

City of Hasselt

Kris Vrancken

Telephony System Engineer