Case Study: Oadby and Wigston Borough Council achieves enhanced customer service and new ways of working with Unify’s OpenScape Office LX

Oadby And Wigston Borough Council Enhances Its Customer Service And Delivers New Ways Of Working With Unify’s Flexible, Scalable And Resilient Openscape Office LX.

Oadby & Wigston Borough Council, which serves over 55,000 residents, faced an ageing telephony system that left many calls unanswered or misdirected and offered little visibility into call volumes or handling. Under pressure to cut costs, support shared services with neighbouring councils and enable modern, flexible ways of working, the council needed a resilient communications platform with contact centre functionality and better reporting.

Working with Lloyds Business IP, the council deployed Unify’s OpenScape Office LX on its VMware platform, including myPortal and multimedia contact‑centre tools for intelligent call routing, presence and integrated reporting. The new system streamlined communications, increased staff visibility and productivity, cut call waiting and abandon rates, improved first‑call resolution and provided scalable, future‑ready support for shared services.

Oadby and Wigston Borough Council