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Cheshire County Council Selects Leading-Edge IP Telephony Solution from Avaya


Cheshire County Council has chosen an advanced IP telephony system from Avaya to connect up to 600 sites across the council's 'Connected Cheshire' network, which provides broadband Internet services for Cheshire schools, libraries and offices.

GUILDFORD, UK – Cheshire County Council has chosen an advanced IP telephony system from Avaya (NYSE:AV), a leading global provider of business communications applications, systems and services. The system will connect up to 600 sites across the council's 'Connected Cheshire' network, which provides broadband Internet services for Cheshire schools, libraries, County Council offices and other establishments. In addition, the move to IP-based telephony will result in considerable savings by reducing line rental, call charges and maintenance costs. In an ambitious change programme to be undertaken over the next two years, the system will also enable the council to provide faster and greatly enhanced services to the public. The project is one of the largest local government IP telephony initiatives in the UK at present.


The solution will enable callers to be transferred directly to the relevant department, regardless of its location in the county. Currently, if a call is made to a department located at a different site, citizens could be asked to call back on a different number, which is time-consuming, costly and frustrating.


The new integrated voice and data system for Cheshire County Council is based on Avaya Communication Manager – an industry-leading Internet protocol (IP) telephony application. The software will enable council employees to "hot desk," moving their personal phone capabilities around the buildings and between sites. Upon logging in, the phone will upload their user profile and speed-dial contacts as if they were at their usual desk, allowing greater flexibility and reducing unproductive office space. This in turn will result in further cost savings and opens up opportunities for working from home or other remote locations.


The solution will also provide the capability to integrate with active directory services to deliver unified modular messaging and voicemail. Other features of the new solution include the ability to record telephone calls more effectively using Witness ContactStore for Communication Manager, as well as instant teleconferencing services and enhanced security features, including encrypted telecommunications and fraud detection. In addition, enhanced call logging, accounting, management information and reporting will be introduced in partnership with Tiger Communications.


County Councillor Gretta Cousins, Executive Member of the County Council for Finance and ICT says, "Cheshire County Council serves over 670,000 citizens, and we need to be able to respond quickly to all changing customer needs and offer the best possible service to the public. This important investment in telephone technology will both minimise the annual costs of running our telephone system and at the same time improve services to the people of Cheshire."

John Barrett, County Council Service Development, adds, "Avaya's solution enables greatly improved service and provides cost savings that enable us to allocate more budget in other areas, ultimately assisting with our goal to become a more effective leader and partner."


The roll-out of this project, which begins today, will be staged over the next two years. During this period, Avaya Communication Manager will be integrated with the council's existing telephony system, offering a seamless transition in capabilities. 


Justin Williams, Programme Manager for the project says, "This is an ambitious and challenging project that will support and enable the way customer service is managed at Cheshire County Council. The deployment of innovative IP telephony services will bring the council's telephony right up to date and provide a platform for future developments. Avaya's solution was selected upon a number of factors including functionality, technical fit and total cost of ownership."


About Cheshire County Council
The county of Cheshire boasts a history dating back over 2,000 years.  Its landscapes reflect the gentle pastures of the English Midlands and Welsh Marches, as well as the rugged hills of England's North Country.


It is against this backdrop that the County Council is tasked with servicing the needs of the local community, businesses and environment in equal measure.


Consistent with central Government initiatives, its attention is focused on the effective use of IT systems and 'eGovernment' methods, with the aim of continually improving the quality and accessibility of services available to the community.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 per cent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.
Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya web site:


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