City University London has moved its entire telephone system and contact centre into the cloud after deploying a virtualised communications platform from supplier Mitel. With a student body of more than 19,000 and 2,000 employees, spread across 23 different sites and generating around 5,000 support calls daily, communications is a critical element of the organisation’s overall IT estate.

The impetus to upgrade the university’s contact centre system came about because supplier support for its existing Mitel MD110 – installed in 1991 – was about to end so it needed to find a new system quickly.  Read more