Municipality of Maastricht

Success Story

The Municipality of Maastricht takes a citizen-centered approach with Atos Unify’s UC solutions

Atos Unify’s OpenScape Voice, UC and Atos Unify OpenScape Contact Center Enterprise solutions enhance Maastricht’s citizens’ access to municipal services. Neighboring municipalities equally enjoy its advantages through its Shared Services Center.

The Task

When the municipal council of Maastricht, the Netherlands, moved its administrative offices to the brand new Mosae Forum shopping and office complex, comments about poor accessibility and responsiveness by its civil servants started to arise – attracting some negative press in the news. The old mobile voice solution originally installed proved insufficient to efficiently cope with the call load needed for assistance. Many calls were often transferred several times, creating a poor customer service image for the council.

The Solution

  • Fully redundant, geo-separated Atos Unify OpenScape Voice
  • Atos Unify OpenScape UC Application for quicker, more efficient collaboration
  • Atos Unify OpenScape Contact Center Enterprise to enhance responsiveness and assure speedy routing to the right person
  • Atos Unify OpenScape Mobile (OSMO) to make essential functionalities available on mobile devices
  • Atos Unify OpenScape Xpressions for easy messaging.

The Benefits

With Atos Unify’s OpenScape UC, the municipality has gained an effective communications system that forms part of the truly citizen-centered approach it is striving for. Calls are now quickly reaching the right people, resulting in happier citizens. Contact center agents and other employees alike have a better view of who is available in a department, so calls can be directed more efficiently and calling in vain can be avoided. Userfriendliness assures quick adoption by employees.

Maastricht’s Shared Services Center offers neighboring municipalities the chance to equally benefit from the Atos Unify OpenScape solutions, as the software switchboard can be placed in the cloud and the “pay-as-you-use” formula makes it easy to add and remove users as needed. A major benefit for the neighboring municipalities is the access to the much larger back-office of Maastricht, and the ability to see which employees are available via the UC “presence” feature.

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