A seamless upgrade
Mitel recently completed a major platform upgrade across Mesa’ s departments. In an environment that operates 24 / 7, the ultimate measure of success for such an investment is total invisibility to the end user.
Charlie asks:“ After an upgrade, did the end user notice anything? We hope they didn’ t. And if they didn’ t have to think about it, that means it’ s working.”
The upgrade was executed without a single operational disruption, subsequently delivering a noticeable reduction in IT support tickets and a smooth adoption rate among staff.
A significant factor in this success is the unique, direct relationship between Mitel and the city’ s internal IT team. Rather than navigating a convoluted channel partner network, the city works directly with Charlie and his crew. This collaborative, oneon-one approach provides centralised visibility and policy control while granting individual departments the flexibility to customise their daily operations.
Leveraging AI
Looking ahead, Mitel is positioning Mesa to capitalise on emerging technological shifts without starting from scratch.
As AI dominates conversations in almost every sector, Mesa believes that its stable foundation allows for the strategic layering of next-generation capabilities.
“ Everybody’ s talking about AI these days,” concludes Charlie.“ What’ s unique is the Mitel platform gives Mesa that foundation to layer AI-assisted capabilities onto it.”
Instead of a costly, disruptive platform overhaul, the city can seamlessly integrate intelligent call routing and automated workflows onto its existing system. This approach promises to reduce administrative burdens on staff and significantly improve citizen services.
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