Intrinsic helps St Helens Council make contact

VAR wins five-year deal to install new IP telephony platform

VAR Intrinsic Technology has secured a five-year strategic partnership with St Helens Council in Merseyside to overhaul its IP infrastructure.

The VAR claims the deal, which involves the installation of a new IP telephony platform, will allow the council to put more public services online and offer its 170,000 citizens multiple contact routes into the council.

Also included in the contract is a 60-seat multi-media contact centre, which will enable the council to handle customer queries more efficiently and provide integrated online services with agent assistance, as well as extending opening hours by allowing flexible working patterns.

Jonathan Greenough, a representative from St Helens Council, said: “Citizens will be able to get in touch with the council in a number of ways, but the skills-based routing function means callers will be routed to the appropriate agent, irrespective of where they are located in the council network. We will be able to work in ways that simply aren’t possible now.”

He added: “We are very excited about this project and the benefits we know it will bring to our citizens and staff.”