With up to 2.5 million people along the route in Yorkshire watching the world’s biggest cycle race get underway, North Yorkshire County Council were faced with an enormous challenge to ensure their part in this high profile event went off without a hitch. With just over half of the course taking place in North Yorkshire, it was essential that the Council was able to ensure high quality, available and resilient communications throughout the 2 day period during which ‘Le Tour’ passed through the county.
Gavin Booth, Service Manager at North Yorkshire County Council said, “With millions of people having come to North Yorkshire to watch the race, we inevitably saw a huge spike in inbound calls during this very busy period. With the eyes of the world on Yorkshire and the locals embracing this historic sporting event, it was essential that we were able to ensure that it passed off seamlessly and our Azzurri communications infrastructure had to be up to the challenge. I’m glad to say it all work beautifully.”
Gavin Booth continued, “An event of this scale pushed everyone to the limit in terms of dealing with logistical and organisational challenges. The partnership between our in-house IT team and Azzurri ensured the Mitel IPT systems and contact centre technology in the customer service centre were available, reliable and contributed to an a immensely successful event which we are proud to have put on. In particular the overarching IVR system, which was deployed by our in-house IT team and Azzurri to a tight deadline, helped us to deliver a great experience to our citizens and visiting tourists alike by ensuring each call was routed through the correct destination. We saw an increase in call volumes of 20%, but for 62% of those calls the information provided by the IVR satisfied their query.”