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Case Studies : Waveney District Council

Waveney District Council is the UK's most easterly authority, containing a number of notable market towns and some attractive resorts, which form what is known as the Sunrise Coast.

The council is ambitious and wants to be considered an exemplar, one that provides high quality, customer-driven services that are good value for money. It is a goal of the council to sharpen focus on service outcomes and create a council, and an area, in which people can have pride. There is also a desire to find better ways of listening to local communities and meeting their needs and aspirations. With these aims in mind it was key to identify and implement an excellent messaging platform.

The Challenge

Waveney Council approached Avanquest as it was looking for a suitable replacement for its ageing voicemail platform. It was important to find a flexible solution that would both integrate with Novell GroupWise and meet the full requirements of the council, in terms of budget, flexibility and service. It was also imperative to choose a switch independent solution, as the Council had plans to replace the existing switch from a Siemens TDM platform to an IP switch.

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The Solution
Local councils are now placing communication at the centre of their IT strategies and Avanquest, an AVST partner based in Winchester, supplies solutions to the public sector. The Avanquest service began by means of consultancy with the council and continued through to implementation, support and training. Avanquest recommended the AVST CallXpress unified messaging solution as it delivers call processing, voice mail, unified messaging, fax, speech and notification, and was therefore capable of meeting all of the councils criteria. The solution also integrates with more traditional and IP switches than any other unified messaging product on the market, as well as Microsoft Exchange, Lotus Notes and Novell Groupware. This flexibility was important to the council.

Waveney District Council has implemented an 8 port CallXpress platform initially for 200 unified messaging users. This was connected by DPNSS to a Siemens Realitis and integrated into the GroupWise email/groupware environment.

The council wanted to optimise the functionality of the auto attendant and the ESP (Extension Specific Processing) feature in the solution, which allows each subscriber to have a personal menu that callers are routed to when they are forwarded to voice mail. Consequently, they also implemented ScheduleXpress, which is a tool for simplifying the ESP/auto attendant process. This personal menu has access to all of the features available in a call processor mailbox and also allows each user to have dedicated announcements and messages, which can provide more targeted information and increase the speed and level of service provided to the public.

Following the initial installation of CallXpress the council began its migration to VoIP utilising a Mitel platform. Avanquest have continued to work with Waveney to ensure the solution grows with its needs and moves seamlessly to the new IP environment. To assist with the changes Avanquest have integrated CallXpress to both switches and have added an additional 4 ports, taking it to 12 ports, as well as increasing the numbers connected to the IP platform on the Mitel 3300. Another 50 unified messaging users have been added and the council has upgraded to CallXpress 7.9 to take advantage of the web phone manager addition, which allows users to simply change their CallXpress settings by using a Web browser.

The Result
The Revenues and Benefits teams use the unified messaging capabilities of CallXpress extensively, as they experience heavy communication traffic from the public. The council is very pleased with the improvements in voice mail processing and therefore service levels in these sections. It has also found CallXpress invaluable in the hot-desking pilot, which will be rolled out to more council staff. Full unified messaging facilities are currently available to 250 users and this will undoubtedly grow as, like most local authorities, Waveney begins its rollout of home and remote working.

Waveney District Council employees rely on good communication to complete their daily tasks and meet the Councils service strategy. With more and more mobile workers the council also wanted to improve its employees' mobile access to e-mail, to encourage personnel to work in the community. CallXpress is helping in both these areas.

About Waveney District Council:
Company LogoWaveney is a local government district in Suffolk, England, named after the River Waveney that forms its north-west border. The district council is based in Lowestoft, which is the only unparished area in the district. The district was formed on April 1, 1974, under the Local Government Act 1972. Waveney District Council is currently under Conservative Party control.
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About OpenText:
Company LogoOpenText is the leader in Enterprise Information Management, helping customers to create a Digital-First World by simplifying, transforming, and accelerating their information needs. Over 100,000 customers already use OpenText solutions, either on premises or in our cloud.
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Today's Tip of the Day - Choosing A Solution

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More Editorial From OpenText

Published: Tuesday, June 24, 2008

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2022 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

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Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

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