Daisy has modernised Highland Council’s communications infrastructure to guarantee that 100 percent of emergency calls are covered.

It provided Highland Council, the UK’s largest authority by area, with RingCentral’s cloud-based unified communications solution, RingEX, to cover 5,000 lines across schools, businesses, and contact centres in the area.

The Nelson-based telecoms group Daisy believes that RingEX has significantly enhanced the efficiency and reliability of connections to essential services, which include health, social care, roads, housing, and public buildings.

David Johnstone, ICT Technical Operations at The Highland Council, views the project as a major success: “We have a huge project team, and this is by far the biggest project.”

“5,000 users and 2 contact centres all up and running in less than a year is incredible.”

“It isn’t just the configuration and the deployment; it is also the adoption of the end users.”

“We have gone from not having a solution to now having a great one for all our people who are using it well, every day.”

Our work processes have been optimised and the senior management team is very happy with the capabilities. We would recommend Daisy and the solution wholeheartedly.”

Migrating to the Cloud

Previously, the council’s telecoms system powered 400 sites in the region, 200 of which were schools. Locals and businesses relied on ordinary phone lines to contact the council, but the limited contact centre call capacity of just 30 resulted in low call quality and negative customer experiences.

With the impending PSTN switch-off, the Highland Council decided to change its legacy system.

In August this year, Cardiff Council switched to Avaya Cloud Office in schools for the same reason, which Avaya referred to as “turning PSTN switch-off into an opportunity”.

BT Group postponed its PSTN switch-off date to the end of January 2027 to give customers who are relying on the old analogue Public Switched Telephone Network (PSTN) longer to transition across to a modern fibre network.

Kelly MacKay, Customer & Registration Services at The Highland Council, offers her insights into some of the results she has seen: “This solution has been game-changing. As a Contact Manager, I want to see the full picture of the day with engaging dashboards without having to drill into the data. I can quickly glance and make decisions.”

“Call quality is no longer an issue, and reporting and drilling into insightful data is incredibly valuable.”

“Having worked in the service centre since 2006 and experienced many call handling technologies and CRM systems, this one stands out as exceptional compared to the others.”

RingEX

Through its collaboration with Highland Council, Daisy d RingEX with the aim of consolidating communications.

RingCentral describes RingEX as a reliable communications solution that can unify calls, text, fax, video meetings, and AI intelligence.

It already serves 400,000 businesses worldwide, including Salesforce, AT&T, BT, Vodafone Business, HubSpot, Toyota, Lufthansa, AWS, and many others.

In its related press release, Daisy explains that the results have been greater call capacities, reduced waiting times, improved operational efficiency, and better insights into critical metrics like call abandon rates.

The solution also offers extra support for remote council workers, as well as bolstering security compliance.

Lee Hunwick, Head of UC&C at Wavenet, commented on the integration of RingCentral’s UC solution for businesses: “As a trusted partner of Highland Council and RingCentral, we’re proud to deliver a solution that meets current demands as well as providing a future-proof communications infrastructure for local businesses and residents.”

“The successful implementation of RingEX has elevated collaboration and allowed for better operational control to support a smooth employee experience.”

Part of the Wavenet Group, Daisy provides telecoms, IT, cybersecurity, and technology for thousands of UK businesses.

Wavenet announced plans to merge with Daisy Corporate Services in May this year to make it the UK’s largest independent IT-managed service provider.



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