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 * Re-shaping how
   Local Governments Operate
   







HOW TO TRANSFORM SERVICE DELIVERY WHILE ACHIEVING EFFICIENCY TARGETS

MORE THAN EVER BEFORE LOCAL GOVERNMENTS ARE UNDER ENORMOUS PRESSURE TO REDUCE
OPERATIONAL COSTS WHILE AT THE SAME TIME TRYING TO MEET THE INCREASING DEMANDS
OF BETTER DIGITAL SERVICES FOR THEIR SERVICE USERS.

TO ACHIEVE THIS LOCAL GOVERNMENTS NEED TO ‘TRANSFORM’ THE WAY THEY OPERATE. WITH
THE RIGHT TECHNOLOGY THEY CAN TRANSFORM THEIR INTERACTIONS AND KEEP PACE WITH
THE EVER CHANGING DIGITALLY CONNECTED PUBLIC BUILDING A POSITIVE FUTURE.

ENGHOUSE INTERACTIVE HAVE PROVIDED COUNCILS LIKE, CONWY BOROUGH COUNCIL,
SCOTTISH BORDER COUNCIL AND SEDGEMOOR DISTRICT COUNCIL A COMPREHENSIVE SOLUTION
THAT IS FLEXIBLE AND ADAPTABLE ADDING FUNCTIONALITY AS REQUIRED AND BUDGET
ALLOWED. EMPOWERING STAFF TO WORK SMARTER AND MEET THE EVER INCREASING DEMANDS
FOR SERVICE USERS RE-SHAPING HOW LOCAL GOVERNMENTS OPERATE.


3 TOP TOOLS TO SOLVE KEY COUNCIL CHALLENGES


HELPS SERVICE USERS GET ANSWERS FAST

With a full suite of multi-channel solutions, customers have the choice to
communicate on their own terms whenever they want, wherever they are. Ensuring
they receive the same level of service regardless of how they choose to contact
you.

Providing the flexibility to add or configure additional functionality as
requirements and budgets change, enables organisations to quickly change their
call centre into a true multi-channel contact centre. Giving customers the
choice to communicate on their own terms. Help them get answers faster by
ensuring service information is consistent across all your channels.


DEMONSTRATE MEASURABLE ROI

Consolidate your services so that you’re connecting your entire organisation
together into a customer focused and customer accessible pool of resources and
systems. Share the services of the mid-office, back-office, branch and remote
workers with front-line, to ensure queries are answered first time.

Enghouse Interactive works with platforms such as Microsoft, Avaya and Cisco to
link your contact centre with back-office departments. This enables workers to
improve their work/life balance while helping them do more, more easily – whilst
reducing overhead and improving operational efficiency.


PERSONALISED EXPERIENCE

Provide a more centralised view of the service user interactions across all
communication channels, providing a comprehensive view of all customer
interactions. The agent sees all queued and prior communications whether the
interaction started as a web chat and completed with a phone call, or came in as
an email quickly followed by a customer chat. These views of the customer
journey allow agents to see every contacts past and present interactions in a
consolidated timeline.

This technology ensures the right agent is engaged with the right customer at
precisely the right time. Providing the best customer experience possible
offering a personalised first contact resolution.

100
%
improved efficiency of existing resources
360
°
degree view of the service user
30
%
reduced average handling times

> “
> 
> As you can imagine learning in detail about all council services can be
> challenging, therefore we train a smaller group of representatives on specific
> services and we use self-service options like IVR extensively to direct
> enquiries quickly to these subject experts. This enables us to resolve any
> issues that customers may have much more rapidly and they speak directly to
> the experts to reduce customer frustration.
> 
> Cardiff Council

> “
> 
> Enghouse provided the features and rich functionality needed to meet the
> demands of a complex and multi-faceted target audience while also delivering
> the ease of use that helps drive agent productivity. Not only can it
> intelligently streamline and centralise all contact types in a single, fully
> integrated solution with a user-friendly interface, but omni-channel queuing
> and skills-based routing also ensure all types of interaction are identified,
> prioritised, routed and transacted expertly, first time, every time.
> 
> Conwy County Borough Council

> “
> 
> We chose our platform based on two key factors: cost and flexibility. We were
> able to reduce data and telephony network requirements and implement a single
> unified communications network across our offices significantly reducing
> costs.
> 
> Scottish Borders Council

> “
> 
> Our new system helps deliver more collaborative working and drives efficiency
> and productivity between the contact centre and the whole organisation…For the
> first time it will allow agents the opportunity to work in a flexible virtual
> world.
> 
> Sedgemoor Council

> “
> 
> The combination of Enghouse and Microsoft Teams is a game changer for Mayo
> County Council. It has taken our customer service to a whole new level.
> 
> Over the past few years, Mayo County Council has forged a strong relationship
> with Microsoft. As early adopters for many of Microsoft’s cloud based
> solutions we are considered to be at the forefront of innovation within Local
> Authorities in Ireland. We were keen to see what we could do in the customer
> service space, particularly in relation to Microsoft Teams. Microsoft
> introduced us to Enghouse Interactive, which gave us the opportunity to
> implement one of the first Teams only customer contact centres within local
> government. We went live in November 2019 with a beta version for
> Communications Center. The journey to date has been a fruitful one. We have
> learned so much from the Enghouse team. Their patience, knowledge and
> professionalism is second to none. We believe our customer service has jumped
> forward a generation, “well, that’s the way we feel”. The staff and customer
> satisfaction is a testament to this.
> 
> Mayo County Council

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WEBCHAT – ONE CLICK FROM HANDS ON ASSISTANCE

    •   Give immediate hands on assistance to customers
    •   Ability to scale to voice or video chat if customer needs to talk
    •   Page share directly with customers around your website
    •   Assist customers to fill out forms
    •   Save costs and solve issues first time
    •   Quickly becoming the channel of choice for customer interaction
    •   Has the highest satisfaction levels




WEBCHAT – ESCALATE TO VOICE OR VIDEO FOR GREATER RETURNS




    •   Communicate to your customers online but escalate to voice or video if
needed
    •   No loss of any customer interaction history
    •   Calls routed to specialist agents, based on search history.
    •   See all customer interactions to deliver accurate quicker and better
service
    •   Personalised approach




STREAMLINE YOUR OPERATIONS WITH REAL-TIME VIDEO

    •   Minimise cyber security risks by embedding video inside your
applications
    •   Have a clear video image even on low-bandwidth networks like 3G
    •   Allow video calls with council residents to ease customer service
    •   Save expenditure on travel & physical facilities by enabling remote
working


FURTHER INFO

Contact Centre Enterprise Brochure



Top 4 Challenges Solved by Video



Keeping Pace – Article




CASE STUDIES

Conwy County Borough Council



Birmingham City Council




Cardiff Council






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