Call Centre IP Telephony Infrastructure for Vale of Glamorgan

Call Centre IP Telephony Infrastructure for Vale of Glamorgan

Vale of Glamorgan Council hit its First Contact Resolution target of 80% by working with Sabio to implement an IP-based contact centre infrastructure.

The infrastructure is based on Avaya Communication Manager integrated with comprehensive WFO capabilities from Verint.

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Business Challenge

Vale of Glamorgan Council investigated how to optimise its contact centre performance. In addition, the Council looked at how to free specialist back-office operations to focus on complex service delivery.

Sabio Solution

Sabio implemented a solution based on Avaya's Communication Manager IP platform and reporting technology.

Results Delivered

  • Helping OneVale to deliver on its First Contact Resolution goals – on track to hit 80 per cent target across services
  • The Council can go beyond simple enquiries and handle complex and specialised processes.
  • Enabled delivery of OneVale one number strategy, with 300 numbers reduced down to just one
  • The Council significantly reduced call volumes for complex interactions – down from 5-7 calls to just 1-2 on average
  • Delivering BPR improvements to support broader OneVale efficiency targets

Download the Case Study

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