Transforming Telephony and Contact Centre Communications for Surrey County Council

Surrey County Council (SCC) is the local authority covering one of the most populous regions in the UK, serving over 1.2 million citizens across a broad range of vital services. Handling over 870,000 inbound calls each year. SCC plays a crucial role in maintaining the wellbeing of its residents, providing essential services to keep their communities functioning and ensuring that no one is left behind. In pursuit of their organisational goals, which include improving service delivery, enhancing citizen experience, and ensuring operational efficiency, SCC embarked on a transformative journey to upgrade their communications infrastructure.