In late 2015, City of Canada Bay Council realised that their legacy communications solution had reached the end of its life-cycle. They needed a total overhaul of their infrastructure, and a solution that offered residents a greater range of options to interact with the council contact centre – channels such as social media and webchat. They also needed more oversight on agents, and a better understanding of where service improvements could be necessary in the contact centre. And lastly, they were looking for a cutting edge solution that was future-proofed to meet their needs in the years ahead.
The council chose Enghouse Interactive and Generation-e to supply their communications and contact centre solution, Microsoft Skype for Business with Enghouse Interactive Communications Centre. The solution was rolled out smoothly and on time, and delivered on all of City of Canada Bay Council’s requirements.
Full details of the challenge, benefits and results can be viewed in the video case study below.