Daisy, part of the Wavenet Group, has transformed the communications infrastructure for Highland Council in a major upgrade that modernises 5,000 lines across schools, businesses, and two contact centres with a RingCentral cloud-based unified solution.
The enhanced system improves the reliability and efficiency of essential services, ensuring that 100 percent of emergency calls related to health and social care, housing, roads, and public buildings are now answered.
The Council’s previous telecoms system powered 400 sites across the region, including 200 schools, and relied on traditional phone lines for residents and businesses to contact council services.
This limited contact centre call capacity to just 30 at a time and led to poor call quality, busy signals, and a substandard customer experience.
The upcoming PSTN switch-off also provided a deadline for the council to upgrade its legacy system.
Working closely with Highland Council and RingCentral, Daisy implemented RingEX, a cloud-based infrastructure solution to consolidate phone lines and communication tools.
Highland Council has since increased call capacity while eliminating long wait times, as well as streamlining operational efficiency and gaining greater insight into key metrics such as call abandon rates.
“The successful implementation of RingEX has elevated collaboration and allowed for better operational control to support a smooth employee experience,” concluded Lee Hunwick, Head of UC&C at Wavenet.