Sedgemoor District Council has transformed its customer service thanks to Enghouse Interactive Communications Centre and Microsoft Skype for Business.
Since installing Enghouse Interactive Communications Centre (EICC) in a Microsoft Skype (SFB) environment, the council has transformed the way it interacts with the public.
The reliability of the efficient and effective new system, means callers are quickly routed to the most appropriate agent, in turn enhancing their confidence in the council, which includes 54 parish and town councils, incorporating 55,000 households. With this in mind, the council recognised the need to bring its contact centre up to date with a modern interface to support its unified communications approach.
Since working with Enghouse Interactive and the in-house council team, unified communication specialist, the EICC system has provided significant benefits to the council. The integration with Skype for Business has helped deliver more collaborative working and has driven greater efficiency and productivity between the contact centre and entire organisation. The new digital approach has been a key element to the increased confidence the public now has in the service Sedgemoor District Council now provides, and can confidently look forward to the future of communication.
Enghouse Interactive delivers technology and expertise to maximise the value of every customer interaction. The company develops a comprehensive portfolio of customer interaction management solutions. Core technologies include contact centre, attendant console, predictive outbound dialler, knowledge management, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 800 dedicated staff across the company’s international operations.