This website uses cookies so that we can provide you with the best user experience possible. Cookie information is stored in your browser and performs functions such as recognising you when you return to our website and helping our team to understand which sections of the website you find most interesting and useful.
A State of the Art Contact Centre working seamlessly with Skype for Business
Providing improved communication and customer service in two languages for Conwy Borough Council
Key Statistics
116k
Citizens
5,200
Employees
300
Contact Centre Agents
2
Languages
Challenges
The council’s contact centre function was provided exclusively via a legacy enterprise PBX system, supporting over 300 agents. Conwy decided to migrate to a Microsoft Skype for Business environment delivered on-premise to drive enhanced capability. However the council were aware that this move meant they would need a contact centre that was capable of handling the complex needs of a busy communications environment focused on delivering optimum service levels to people across the whole borough.
Solution
A state-of-the-art Enghouse Contact Centre, working seamlessly with Skype for Business. Low-risk phased implementation, with different departments coming on to the new system at different times. A modular future-proofed solution bringing flexibility, enabling Conwy to add more functions as required and with a redundant server license. Resilience and redundancy via 180 SIP trunks over two sites.
Impact
Before rolling out the EICC platform across the entire organisation we wanted to understand clearly its functionality and features and how it would integrate with our Skype for Business infrastructure before replacing our existing system. Our colleagues at Wrexham Borough Council had told us about the solution delivered to them by FourNet and we wanted to see first-hand how the Contact Centre platform could cope with our bi-lingual requirements
Tom Holdam
Principal Communications Analyst, Conway County Borough Council
We are very happy with the enhanced contact centre functionality that migrating to EICC has given us. We are continuing to roll it out as part of a carefully planned and controlled implementation to several other council departments.
Tom Holdam
Principal Communications Analyst, Conway County Borough Council