The City of Vancouver has awarded a contract to Telus Corp. to provide a new IP telephony system and contact centre suite.

The $7 million deal will see the telecommunications provider supply, install and support the new platform, which in turn, will support 200 City sites including City Hall, the Vancouver Police Department, the Vancouver Fire and Rescue Department, the Vancouver Board of Parks and Recreation and the Vancouver Public Library.

The contact centre technology will route calls for the City’s new 311 Contact Centre, due to launch in mid 2009, which will provide citizens a single enquiry contact number for non-emergency services.

The new system is based on the Cisco Unified Contact Center technology and 6,500 Cisco Unified IP Phones. Implementation is expected to be complete in 2011.

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Jim Love, Chief Content Officer, IT World Canada

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