When you are responsible for ensuring the public are well looked after, communication matters.
Hackney Council receives over 1.6 million calls each year, handling contact relating to a wide variety of queries and issues. They wanted to discover whether transitioning to a cloud based telephony solution with the use of intelligent automation could help to optimise the way they handle these calls, and improve service for their citizens.
Having previously only ever operated on legacy hardware, they really needed to see:
Our expertise in working with the public sector meant we understood the challenges faced by Hackney. We agreed to produce a proof of concept for Amazon Connect implementation, focused on the council’s Neighbourhood contact centre team.
The Neighbourhood contact centre deals with all rent and leasehold services, accounting for a high proportion of the overall calls received on a monthly basis.
We planned to seamlessly migrate the Neighbourhood contact centre from its legacy telephony hardware to the cloud, creating integration with Hackney’s customer APIs and designing automated journeys to improve self-service capabilities.
The first step was to successfully migrate the Neighbourhood contact centre from its legacy telephony system to the cloud.
We then worked with Hackney Council to build and implement dynamic contact journeys and added automation for ID&V and self-serve. Careful design consideration for vulnerable customers who were likely to be using these services was key. And if for any reason the caller could not verify themselves using the automated ID&V process they would be connected immediately with an agent.
Once connected, SmartAgent - our omnichannel agent desktop - populated all the relevant customer and account information for the agent handling the call.
Preventing customers from repeating themselves, and reducing the burden of accessing multiple back office systems improved both the agent and customer experience, reducing call handling and queuing times.
By consolidating the caller’s information, and automating the ID&V process:
Hackney Council is a forward-thinking organisation, always looking for ways to continuously improve services. They needed a partner that shared both their vision and approach.
Hackney needed to work with an expert in data and information security to ensure best-practice implementation to the most stringent security standards.
With 1.6 million citizens reliant on Hackney’s services, there’s no room for error. As a trusted AWS Public Sector partner, we have the pedigree and experience to handle legacy migrations with confidence, at scale.
When the Covid-19 pandemic hit, the Client needed a partner that could build and deploy a secure, robust and scalable solution quickly, to help keep their retail agents working.
We’re committed to constantly improving digital customer experience through cutting-edge communications technology. Read more about other companies that are currently enjoying the benefits of our approach:
Managed solution for remote and event based workers to make and receive calls globally.Read more
Replacing on-premise services with a modern-day CX experience on Amazon Connect.Read more
Intelligent contact management and IVR handling thousands of calls per hour.Read more
We help to supercharge customer satisfaction, transform agent happiness and reduce your operating costs.