Conwy County Borough Council Enghouse Interactive Communications Center helps Conwy County Borough Council deliver optimum service to the people of Conwy.
BACKGROUND INDUSTRY Conwy County Borough Council (Cyngor Bwrdeistref Local Government Sirol Conwy) is the governing body for Conwy County Borough. It is one of the unitary authority areas of GOALS Wales and serves approximately 116,200 people. To ease the transition to a Microsoft Skype for Business environment while delivering Historically, the council’s contact centre functionality ease of use for agents and driving high was provided exclusively via an enterprise PBX system, quality customer service which supported more than 300 agents in total. To drive enhanced capability, Conwy decided to migrate SOLUTIONS to a Microsoft Skype for Business (SfB) environment, Communications Center delivered on-premise. However, the council were aware that this move also meant it would need a BENEFITS contact centre capable of handling the complex needs of a busy communications environment focused on • Fully integrated solution with a user- delivering optimum services levels to people across friendly interface the whole borough. • Omnichannel queuing and skills- To meet this challenging brief the council enlisted the based routing ensure all types help of 4net Technologies to manage and implement of interactions are identified, Communications Center (CC), a flexible contact centre prioritised, routed and transacted solution from customer interaction management expertly specialist, Enghouse Interactive. • The modular solution allows the council to add functionality as requiremements and budget dictate
“We are very happy with the enhanced contact centre functionality that CC has given us”
Tom Holdam, Principal Communications Analyst
CONWY COUNTY BOROUGH COUNCIL
enghouseinteractive.co.uk CASE STUDY: PAGE 2
CC provided Conwy with the features and routed and transacted expertly, first time, rich functionality it needed to meet the every time. demands of a complex and multi-faceted CC is a modular solution, which adds further target audience while also delivering flexibility for Conwy. The core product the ease of use that helps drive agent incorporates omni-channel contact centre, productivity. Not only can it intelligently operator attendant console, self-service streamline and centralise all contact types in IVR, call recording, and quality monitoring. a single, fully integrated solution with a user- This means that Conwy can add additional friendly interface, but omni-channel queuing components and integration tools, and skills-based routing also ensure all types increasing functionality as requirements and of interaction are identified, prioritised, budget dictate.
GAUGING THE CHALLENING
Conwy chose business communications menu options.” specialist, 4net Technologies to implement Following the successful conclusion of the CC and integrate it into its on-premise initial deployment and a presentation and SfB environment. Phase one of the CC CC demonstration to other Conwy Council implementation included ten concurrent departments, including housing benefits, voice agent licences (a total of roads and facilities (ERF), and revenue approximately fifteen users). This and benefits, the Council decided was initially as a controlled to increase the CC deployment proof of concept over a three to cover an additional 65 month period, to provide In order to conform concurrent voice agents (ten the contact centre with guidelines set out of whom also handle emails functionality for the by the Welsh Language into the same queue), IT service desk and Commisioner, the Council along with a Snapshot Single Point of offers both Welsh and wallboard module Access (SPOA) English- services. We wanted that enables every Team. to see at first hand how department and
the EICC platform could team to monitor their Tom Holdam, cope with bi-lingual queue live call activity. Principal announcementsand menu Communications Analyst options. “We are very happy with at Conwy says “Before the enhanced contact centre rolling it out across the entire functionality that migrating to CC organisation we wanted to has given us.” adds Tom Holdam. clearly understand the functionality We are continuing to roll it out as part and features of the CC platform and of a carefully planned and controlled how it would integrate with our SfB implementation process to several other infrastructure before replacing our existing council departments”. system. In addition to this and in order to One of the key benefits of the CC platform is the conform with guidelines set out by the Welsh concurrent licensing which means that Conwy Language Commisioner, the Council offers will only have to purchase 65 EICC voice agent both Welsh and English- services. We wanted licences to serve the entire pool of contact to see at first hand how the CC platform could centre agents. cope with bi-lingual queue announcements and
enghouseinteractive.co.uk CASE STUDY: PAGE 2
The council also has 180 SIP trunks into these SIP connections to act as the SIP connected into two sites in their network (for Gateways, initially to route call traffic into added resilience). 4net also supplied and both their SfB platform and the legacy PBX configured the Session Border Controllers estate.
LOOKING TO THE FUTURE
The contact centre was initially designed also want to add the Enghouse Attendant to deliver voice services with advanced Console licenses to provide fully featured (bi-lingual) IVR routing. The next steps operator consoles to support their busy will include building a business case reception team. for more automated services, The Council is also considering multichannel contact and the Enghouse QMS Recording further resilience. platform to replace their There are immediate legacy Red Box call plans to add the recorder, particularly CC Redundant We are continuing to roll with the PCI DSS Server License it out as part of a carefully compliance and into Conwy’s planned and controlled other feature infrastructure implementation process enhancements to remove any to several other council offered by QMS single points of departments. (such as screen failure and further recording and agent reduce risks. They scorecards).
ABOUT ENGHOUSE INTERACTIVE
Enghouse Interactive’s integrated suite of solutions includes multi- enghouseinteractive.co.uk channel contact centre, self-service, attendant operator consoles and workforce optimisation. This wide portfolio places us in the unique position to offer customers and partners a complete, fully featured solution from a single vendor. These solutions support the full range of deployment methods from premise-based to private, public or community cloud and even hybrid requirements.