Solutions used

  • Communications Center

County Borough Council Deliver Optimum Service to People of Conwy

Background

Conwy County Borough Council (Cyngor Bwrdeistref Sirol Conwy) is the governing body for Conwy County Borough. It is one of the unitary authority areas of Wales and serves approximately 116,200 people.

Historically, the council’s contact centre functionality was provided exclusively via an enterprise PBX system, which supported more than 300 agents in total. To drive enhanced capability, Conwy decided to migrate to a Microsoft Skype for Business (SfB) environment, delivered on-premise. However, the council were aware that this move also meant it would need a replacement contact centre capable of handling the complex needs of a busy communications environment focused on delivering optimum services levels to people across the whole borough.

To meet this challenging brief the council enlisted the help of 4Net Technologies to manage and implement Enghouse Interactive Communications Center (EICC), a flexible contact centre solution from customer interaction management specialist, Enghouse Interactive.

EICC provided Conwy with the features and rich functionality it needed to meet the demands of a complex and multi-faceted target audience while also delivering the ease of use that helps drive agent productivity. Not only can it intelligently streamline and centralise all contact types in a single, fully integrated solution with a user-friendly interface, but omnichannel queuing and skills-based routing also ensure all types of interaction are identified, prioritised, routed and transacted expertly, first time, every time.

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