Case Study: Milton Keynes Council achieves virtualised, integrated communications, cost savings and flexible home working with Mitel

Milton Keynes Council - Customer Case Study

Milton Keynes Council, which serves nearly a quarter‑million residents, needed to modernise how it delivers services while “doing more with less.” Changing customer behaviours, a push to move contacts to cheaper channels (phone and web), inconsistent telephony across the organisation, and a drive for flexible/home working and lower carbon emissions meant the council had to give staff the right integrated tools and present best value to residents.

Working with Mitel, the council integrated MiCollab and MiContact Center Business with its Microsoft platform, virtualised its Mitel infrastructure and rolled out virtual desktop infrastructure to support remote and flexible working. The solution extended consistent telephony across the organisation, enabled better self‑service and home working, delivered business and cost benefits, and cut desktop carbon output by around 60–70%, with positive feedback from staff and suppliers.

Milton Keynes Council