IP telephony integration

Mansfield invested in a new Cisco IP Telephony system which has been implemented throughout the authority. The system includes a contact centre module providing IVR (Interactive Voice Response) facilities and queue management.

The reporting provided with the system included a set of standard reports but the Council was keen to develop the system so that it could obtain an overall picture of the existing operation.

Alphametrics provided a warehouse for storing call detail. Warehousing was preferred to direct connection to safeguard the operation of the live telephony system. The warehouse contains data taken directly from the central IP telephony system and is comprehensive. DART connects to the warehouse to provide reports and dashboards for senior management, the Contact Centre manager, and Accounts Department. DART provides drill down to individual call detail from top level summary graphs and tables.

Mansfield is considering moving Housing related queries to the contact centre. In order to assess the resource implications the authority needs to obtain an accurate picture of telephony usage and performance in both the Contact Centre and Housing Department. A key report now provided by DART provides this information.

Using DART reports continue to be developed quickly and easily as needs arise. A summary of reporting currently available:

Telephony integration in use…

CRM

Mansfield developed in house and implemented a highly functional CRM system which included essential reports.

Subsequent requests for new reports, and adjustments to existing reports, placed a burden on a busy IT development team.

DART was connected directly to the live CRM system and Alphametrics provided a set of standard reports and dashboards showing trends in official complaints and requests, and other performance indicators. Ad hoc enquiry reports are also provided which allow users to look up complaint and request details based on search criteria. The result is a flexible reporting application that adds value and compliments the existing CRM application.

CRM integration in use…

Asset Management

Mansfield maintains an inventory of all assets in an in-house asset management database. Both IT and Audit departments require reports and need to run enquiries on the inventory. Audit department requirements for reports and enquiries were satisfied by IT running reports and passing the results to Audit.

DART was connected to the inventory database and the IT department designed a range of reports and enquiries. The Audit department now run DART reports directly without having to ask IT for assistance.

Next steps

Currently DART connects to three systems at Mansfield. Connection to additional systems is planned. The advantage of having a range of reporting needs satisfied by a single product is the provision of a single point of service for staff and management bringing efficiency improvements in report production and delivery, and cost savings in terms of both training and the deployment of other more expensive and complex reporting tools.