Cheshire West & Chester Council has completed a computer telephony integration (CTI) project to streamline its call handling procedures and improve accessibility to council services.
Cheshire West & Chester covers a population of 330,000, including the historic city of Chester and the industrial and market towns of Ellesmere Port, Frodsham, Helsby, Malpas, Neston, Northwich and Winsford.
About a third of the population live in rural areas which makes contact with the council via telephone extremely important for citizens when gaining access to critical services.
The council already used the KANA Lagan CRM platform to enable the 80 agents at its contact centre in Winsford to deal with calls.
Every year the council receives over 500,000 calls and whilst the majority of calls currently get through to a member of staff in less than 20 seconds, during busy periods these wait times can increase.
As part of its on-going “Think Customer” initiative to improve service delivery, the council decided that further integration between its crucial CRM platform and its Avaya PABX could shorten the process for customers to reach the right service and get the information they wanted at the council.
Maria Byrne, head of service at Cheshire West & Chester Council, said: “Like much of the public sector we are facing challenging times and are looking at ways to improve efficiency, so we are turning to technology and in particular to CTI integration to help improve how we manage our communication strategy.”
The council selected the Liquid Voice CTI system to improve operations. CTI integration with the council's Lagan CRM package means that contact centre agents and operators can see who is calling and deliver a more personalised and efficient service.
The new Liquid Voice platform has a full audit and reporting capability which allows the council to effectively maintain staffing levels within the contact centre, and understand trends to help better plan its future communication strategy in line with on-going activities and expected demand.
Liquid Voice CTI speech analytics and call recording solutions are compatible with telephone systems from all leading vendors including Avaya, Cisco, Mitel, Unity, NEC, Mitel, Alcatel Lucent, and Shoretel.
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