Intrinsic dials up savings for council

MERSEYSIDE-based Intrinsic Technology has won a key contract with Warrington Borough Council to replace its legacy telephone exchange and save it £250,000.

Haydock-based Intrisic has been appointed after a nine month tender and selection process.

It will replace the existing telephony exchange with a core Avaya Unified Communications Manager solution and an Avaya Aura Contact Centre (AACC).

The adoption of the new contact centre system will provide residents, local businesses and service users with additional choice in how and when they communicate with the council employees.

Channels of communication will be extended to include new multimedia solutions including online chat, social media applications and webmail.

Intrinsic Technology currently supports more than 300 local government organisations.

Steve Park, chief officer for customer access and technology at Warrington Borough Council said: “The priority with this project was to provide a communication system that enables the council to become more agile and deliver improved customer service at lower cost.

“Intrinsic Technology thoroughly understands our needs and has designed a solution that will bring the council’s strategy to the forefront of the Government’s new ways of working, efficiency and cost saving directives.”

Adam Jarvis, sales and marketing director at Intrinsic Technology, added: “Unified communications has a key role to play in modern public services. The website and contact centre is the front door to all council services.

“Our solution will make sure that Warrington’s service users find it easy to communicate with their council through multiple channels, while council employees will be able to work more collaboratively and more efficiently.”