) was awarded the contract after an extensive RFP process that began nearly 18 months ago.
The implementation is expected to be complete in 2011.
TELUS, through the $7 million deal, will supply, install and support the city’s new IP telephony system and contact center suite, which will in turn support 200 sites including City Hall, the 311 Contact Center, the Vancouver Police Department, the Vancouver Fire and Rescue Department, the Vancouver Board of Parks and Recreation and the Vancouver Public Library.
TELUS’ contact center solutions will route calls for Vancouver’s new 311 Contact Center, to be launched in mid-2009. With the convenient 311 system, the city will be better able to aid citizens with enquiries for non-emergency services through a single contact number.
Vancouver has invested in leading edge technology to improve customer service and will also realize cost benefits through this new service capability.
The new system is based on the Cisco (News
) Unified Contact Center solution and 6,500 Cisco Unified IP Phones.
British Columbia is home to 8,900 TELUS team members and TELUS’ corporate head office. As part of TELUS investment of more than $17 billion in B (News
).C since 2000, TELUS has made significant investments in its wireless high speed network, high speed Internet service and other voice and data infrastructure.
“We are honored to have been selected as the city of Vancouver’s telecommunications partner,” said Peter Green, managing director British Columbia, TELUS Business Solutions. “TELUS is a national leader in leveraging innovation - whether through its people, business solutions or industry expertise - to help organizations like the City of Vancouver use the power of technology to continue building best-in-class service delivery for the citizens of Vancouver.”
TELUS is a national telecommunications company in Canada, with $9.4 billion of annual revenue and 11.4 million customer connections including 5.8 million wireless subscribers, 4.3 million wireline network access lines and 1.2 million Internet subscribers.
TELUS provides a wide range of communications products and services including data, Internet protocol, voice, entertainment and video.
Anil Sharma is a contributing editor for TMCnet. To read more of Anil's articles, please visit his columnist page.
Edited by Michael Dinan