Luton Borough Council (LBC) has undertaken a major restructuring and transformation programme to help make cost savings, streamline citizen service and build a flexible and sustainable organisation for the future.
The Transformation Project provides Unified Communications and Contact Centre services for seventy five customer service agents and 2,450 back office staff throughout the council’s main offices in Luton.
Luton Borough Council had an existing, aging estate that was made up of disparate telephony and contact centre platforms. As part of the transformation strategy the council wanted to modernise and simplify their communications infrastructure through IP and SIP enablement; improve and increase the services available to both staff and the public with automated services and additional communication channels; at the same time as reducing their technology hardware footprint by migrating all IT services into their data centres in Luton and Manchester.
Luton Borough Council went to public tender for the full replacement of their front and back office telephony services. Clive Roberts Change Analyst at Luton Borough Council said, “We went through an in-depth tendering process. We met a number of service providers both here at Luton and also off site and the way that 4net conducted themselves, their integrity, their in-depth knowledge and the way they were able to make technology understandable made them a superior partner of choice.”
The core telephony services delivered by 4net were based on the Avaya Communication Manager 6. Avaya is a Global leader in U/C and Contact Centre solutions, with an unrivalled legacy in resilient voice communications.
The Contact Centre includes agent functionality for 75 agents split into five service teams. Each agent has an IP handset & headset and also a desktop agent tool for personal and team wallboards displaying statistical information, activity reporting, multi-media queuing for email and chat, and presence indication for individual availability. Calls can also be recorded and played back by team leaders for compliance or training purposes.
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“The solution has given us three clear benefits. Firstly around cost savings and efficiencies, we now have the ability to gear up at short notice to deliver
new commercial contracts, which is very important to us. As a result of new system and our ability to be able to resource plan, we can now improve customer service to ensure that consistently high quality advice is given, with a better right first time resolution.”
Sue Nelson, Service Director Revenues and Customer Service – Luton Borough Council