Case Study: Enfield Council achieves 100% call-answer rate and seamless single-number contact centre with Mitel

One contact, one solution with London Borough of Enfield

The London Borough of Enfield handles more than 5,000 resident enquiries a day across services from housing to waste, but many calls routed by switchboard to departments were going unanswered. The council wanted a single-number, combined operator switchboard and contact centre that would answer 100% of calls and enable agents to resolve enquiries quickly and efficiently.

Enfield implemented Mitel’s MiVoice Business and MiContact Center, integrated with its existing Siemens network via a gateway and bespoke software. The web-based, user-friendly system (supporting up to 700 extensions) delivered on time and at lower cost than rivals, giving managers clear performance data. The new centre—launching with 50 agents and a 24/7 service—has improved first-contact handling, agent efficiency and seamless call routing, with plans to expand and continue the Mitel partnership.

Enfield Council

Martin Fox

Strategy Development Officer