Though many public sector organisations have been facing an increasing need to digitally transform for several years now, the demand for innovation exploded in the last few years. When the pandemic hit, countless groups were forced to change their business processes, and explore new ways to connect and unify workers in a flexible, cloud landscape.
The public sector team at Dauphin County discovered the weaknesses in their legacy phone system quickly during the pandemic, and resolved to upgrade their communications strategy – fast. After experimenting with different tools, Dauphin County discovered Avaya after they were given Avaya Spaces licenses by the communication vendor.
Impressed by the functionality Avaya had to offer, the public sector team decided to use the Avaya Cloud Office platform, by RingCentral, as their new, permanent solution for unified communications.
Taking Advantage of the Avaya Cloud Landscape
To ensure the Avaya Cloud Office solution would deliver the best possible results for its team, Dauphin County pitted the service against another leading provider, asking beta teams to give feedback about usability, functionality, and features, after a trial run. Avaya Cloud Office came out as the clear winner, with 86% of the trial users voting for the tool.
Not only was the transition to the cloud surprisingly simple with Avaya’s help, but Dauphin County’s employees quickly began sharing positive feedback about their favorite features. They loved the ability to instantly turn voicemails into email, and create meeting spaces for a range of use cases.
The county even used Avaya Cloud Office to create breakout rooms for lawyers, citizens, and court officials. Avaya Cloud Office also gave non-IT users in the team more freedom to customise their system according to their specific needs. Users had more freedom to change messages, menus and more based on their specific workflows. Perhaps most importantly, the cloud-based ecosystem ensured the teams could move away from legacy tools like fax.
Although transitioning to a new form of communication felt complicated at first, Avaya’s flexible and innovative toolkit helped to spur rapid adoption throughout the company. According to the team, Cloud Office simply checked all the right boxes.
Preparing for Whatever the Future Holds
The migration into the cloud was a huge step for Dauphin County. Team members in the group had spent decades struggling with outdated processes and tools, and were ready for a major transformation. Although the leaders in the business were initially concerned about the move to the cloud, working with Avaya has helped the group to achieve a host of goals.
Today, Dauphin County feels it’s prepared for whatever the future might hold. With Avaya Cloud Office available on every employee’s laptop, mobile, and other devices, team members can rest assured they’ll always be able to stay productive wherever they are. The result of the implementation has been a significant improvement in both employee and citizen experiences alike.
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