Case Study: City of Subiaco achieves improved customer service and lower telecom costs with Mitel UC and Contact Center

City of Subiaco - Customer Case Study

The City of Subiaco, a local government in Western Australia, faced a costly, inflexible telephony environment made up of aging and hosted PABX systems that lacked voicemail, call queuing and easy administration—hindering its goal to be innovative, responsive and customer-focused. Frequent contractor calls, rewiring for moves/changes and limited call-flow capabilities meant slow responses and poor service delivery.

Working with Mitel and partner Communications Plus, the city implemented Mitel UC and Enterprise Contact Center (voice appliances, IP phones, Communicator and a single web-based management console). The new system delivered single-console administration, voicemail integrated with Exchange, N+1 redundancy, ISDN-based line consolidation and reporting tools—cutting telecom and maintenance costs, enabling free internal calls and ensuring 99% of calls are answered within service targets while improving responsiveness and scalability for peak demand.

City of Subiaco

Paul Moll

IT Manager