Becoming a one-number council
East Dunbartonshire Council covers many of the affluent areas north of Glasgow. The council had an ambitious digital plan and an objective to streamline contact points for both residents and staff. They needed greater functionality to deliver on these, including skills-based routing, a reporting facility to evaluate performance, increased staff mobility and a scalable system to accommodate their team’s growth.
Without call queuing, messaging between staff and management control for incoming calls, they could not achieve their ambition of becoming a one-number council. A call router, enabling all calls via a single number, would support them in revolutionising customer service delivery.
The council researched contact centre solutions and call routers and selected Liberty Converse, our omnichannel contact centre solution, with an ACD module. An automatic call distributor, usually called an ACD, is a telephony software system which answers incoming calls and routes them to a specific agent or department within a company.
“When call volumes peak, such as when Council Tax reminders are due or there has been a major incident, we can record in-queue message to make callers aware of the reason for the queue. We can record and provide specific information or options, reducing the number of calls that Agents have to deal with. They can get to complex queries more quickly, with more time to assist callers. The experience is improved for all.”
East Dunbartonshire Council
East Dunbartonshire Council enjoys many improvements in service delivery since Liberty Converse was installed. The flexibility of the new solutions enables the council to continually improve the service that they provide.
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With our contact centre solution, you’ve got the tools and AI to deliver standout self-service, omnichannel interactions and customer experience analytics, plus new ways for employees to engage and collaborate
Wandsworth was using an earlier version of Liberty Converse, our omnichannel contact centre solution, and were keen to access the latest digital communication functionality that Converse now offers.
Serving almost a million residents, the Berkshire Emergency Duty Service (EDS) team responds to crisis welfare and safety situations when everyone else has gone home. To support this hardworking team, BFC needed a holistic solution with a person-based view to handle multiple case types with specific workflows.
Following the successful service consolidation and implementation of a new Netcall contact centre platform a few years before, the team was eager to harness the full potential of its integrated chatbot technology.
