The challenges currently facing Local Government are severe, with budgetary pressures being exacerbated by the ever-changing expectations and needs of the citizens they service. Citizens expect a wider range of contact methods which utilise modern technology. Utilising a Contact Centre solution which integrates collaboration toolsets such as Microsoft Teams, can lead to rapid and more cost effective resolutions.
SCC can support Local Authorities in the establishment of a future ready Contact Centre, from consulting through to full delivery and ongoing support services, for a number of solutions which integrate with Microsoft Teams.
SCC’s Contact Centre solution features include:
Contact Centre as a Service
Local Authorities can create cost savings on the delivery of their Contact Centres by moving to an operating cost payment model. This removes the irregular costs of infrastructure purchases and software/application upgrades by delivering a fully managed, evergreen solution.
Multiple Contact Option
Our Contact Centre solution has omni-channel functionality, integrating social media, messaging applications and email to capture every media platform the citizen may be communicating through, to ensure all feedback and support issues are identified.
First Contact Interactive Voice Response (IVR)
Utilising IVR simplifies the incoming caller experience, to ensure they are routed to the correct agent with as much pre-emptive knowledge as possible.
Artificial Intelligence
Our conversational virtual assistance utilises knowledge based articles and ongoing interaction learning to help provide a personalised self-service support option to local authority end users.
SCC’s Contact Centre uses an Automatic Call distribution system with skill based routing to support faster responses.
Our solutions can integrate with the Local Authorities’ existing Customer Relationship Management services.
Improve access to frontline staff and managers to obtain expert knowledge when required to answer customer queries.
Cost-saving model ‘as a Service’ enables flexibility and reliable investment.