Community Cloud Provider

A best-of-breed contact centre solution capable of handling multi-channel enquiries (voice, email, webchat, SMS, social media) enquiries in a shared service, across multiple geographic locations. The cloud solution creates virtual contact centres across multiple sites to maximise capacity for shared services or as a potential overflow service: when resources are stretched for one public sector body, another can pick up the enquiry.

Multi-channel options for communication with telephony, SMS, email, webchat and social media integration as standard with agents dealing with all methods of communication via a single interface. Introduce and integrate new digital channels of communication enabling citizens to access the information and self-serve; thereby freeing agent time to focus on more complex or critical issues.

Enable back office employees and contact centre agents to work and collaborate from anywhere. FourNet's Community Cloud enables councils and other public sector bodies to create virtual contact centres thereby maximising capability for remote working. Agents can be employed to work from home with no detrimental impact on the service offered by individual councils, and greater overflow possibilities at times of peak demand. This capability has been critical during the lockdown phases of COVID-19.

Automated voice and messaging enables citizens to intuitively self-serve for low complexity, low-risk enquiries where no employee intervention is required. The Community Cloud solution is AI chatbot enabled, allowing citizens much greater freedom to access services without the need to involve a human agent. Chatbots are integrated into CRM or Knowledge Management systems to automatically provide answers.

Forecasting demand and matching available resource to deliver the best outcome for citizens. WFO helps improve the performance of contact centres by maximising and managing stretched resources more efficiently, in turn providing a better outcome and more efficient service for customers. WFO ensures that the right resources are in place at the right time, that all channels are optimised, and with greater co-ordination and resolution. Sharing existing resource planning expertise means that centres of expertise can share skills with other public sector bodies creating immediate benefits from reduced operating costs and increased speed of response to citizens.

Record voice and media contacts within the contact centre or back office environments. Empower supervisors to score performance against KPI scorecards.

In addition to contact centre capabilities, the Community Cloud also enables councils and other public sector organisations to trial and quickly roll out the latest unified communications capabilities. Combining telephony, presence and instant messaging, audio and video conferencing with the ability to screenshare, the solution integrates all communications channels within an organisation to increase productivity and efficiency.

Councils, housing associations and other not-for-profit bodies are dealing with citizens, clients and tenants for whom English is not a first language. The FourNet Community Cloud can be used to share access to scarce language resources between public sector bodies. Community Cloud works with most languages, enabling enquiries to be routed to the agent with the appropriate language skills amongst partners. Under Connecting Wales, Welsh-speaking enquiries can be routed to agents across other councils, providing an important shared Welsh language service and maintaining a high level of customer experience. The platform also enables remote working allowing for greater recruitment in Welsh-speaking areas but enabling these citizens to stay in their own community and work remotely.

FourNet's Community Cloud is on-net with the PSN, HSCN and PBSA networks which means that implementation of FourNet's Community Cloud is swift and secure.