Woodville, 5011, SA,
Australia
City of Charles Sturt Technographics
Discover the latest software purchases and digital transformation initiatives being undertaken by City of Charles Sturt and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 450 City of Charles Sturt employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that City of Charles Sturt has purchased the following applications: Mitel MiContact Center Enterprise for Call Center in 2017 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems City of Charles Sturt is running and its propensity to invest more and deepen its relationship with Mitel or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing City of Charles Sturt revenues, which have grown to $40.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for City of Charles Sturt intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
Insight Source |
|---|---|---|---|---|---|---|---|---|---|
| Mitel | Legacy | Mitel MiContact Center Enterprise | Call Center | CRM | n/a | 2017 | 2018 | In 2017, the City of Charles Sturt implemented Mitel MiContact Center Enterprise as part of a Mitel unified communications deployment built on Mitel’s Freedom architecture. The Call Center deployment followed a competitive tender process evaluating multiple vendors, and the chosen solution bundle comprised Mitel MiVoice Business, Mitel Contact Center Enterprise, Mitel Intelligent Queue, and Mitel Live Business Gateway. Mitel MiContact Center Enterprise was configured to deliver core contact center capabilities including automatic call distribution, skill based routing, agent workspaces and centralized queue management, with Mitel Intelligent Queue providing advanced queuing logic and routing rules. Mitel MiVoice Business provided the enterprise telephony platform for PBX services and session control, while Mitel Live Business Gateway was used to bridge contact center services with the council’s telephony interfaces and SIP connectivity. The implementation covered council customer facing services across a 450 person workforce, with the majority of staff located at the Civic Centre and Beverley Centre. The Civic Centre hosts central library and most customer services with approximately 250 employees on site, field service teams for property and parks maintenance operate from the Beverley Centre, and the contact center capability extends to four additional library branches and five small community centres, all connected via a private IP wide area network to enable centralized Call Center operations. Governance was driven by the council procurement and IT operations teams after the tender, with rollout focused on integrating contact handling with existing council service workflows and consolidating customer contact functions across sites. The narrative centers on an enterprise grade Call Center architecture, unified communications integration, and centralized queuing and routing to support council service delivery. |
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