Conwy County Borough Council (Cyngor Bwrdeistref Sirol Conwy) is the governing body for Conwy County Borough employing over 5,200 people. It is one of the unitary authority areas of Wales serving around 116,200 citizens.
The council’s contact centre functionality was provided exclusively via a legacy enterprise PBX system, supporting over 300 agents. Conwy decided to migrate to a Microsoft Skype for Business (SfB) 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 services levels to people across the whole borough.
EICC provides Conwy with the features and rich functionality it needs to meet the demands of a complex and diverse audience while delivering the ease of use to help drive agent productivity. EICC intelligently streamlines and centralises all contact types in a single, fully integrated solution with a user-friendly interface. Omni-channel queuing and skills-based routing ensure all types of interaction are identified, prioritised, routed and transacted expertly, first time, every time.
Conwy chose 4net Technologies to implement EICC and integrate it into its on-premise SfB environment. Phase one of the EICC implementation included ten concurrent voice agent licences. This was initially deployed as a controlled proof of concept over a three month period, to provide the contact centre functionality for the IT service desk and Single Point of Access (SPOA) Team.
One of the key benefits of the CC platform is the concurrent licensing which meant that Conwy Borough Council only needed to purchase 85 EICC voice agent licences to serve the entire pool of 300 contact centre agents.
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“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 process to several other council departments”
Tom Holdam, Principal Communications Analyst – Conwy Borough Council