Northumberland County Council has introduced new digital communication channels, including Amazon Connect Voice and Facebook Messenger Chat, to improve citizen engagement and experience.
Northumberland County Council (NCC) is a local authority in North East England, serving a population of over 300,000 residents and businesses with multiple citizen services including council tax, benefits, recycling, education, health, and housing.
Working with Mason Advisory the Council had already developed a forward-thinking vision to digitally transform its citizen services with cloud-based digital and mobile technologies. Mission Labs was engaged initially to advise on best-fit communications technology for the client’s contact centre operation, which handles myriad enquiries from the council’s users. In addition to upgrading voice capabilities the client was also keen to start investigating additional digital contact methods to improve quality of service and contact efficiency for its citizens.
Mission Labs assisted NCC and Mason Advisory in understanding the technical options and defining specific integration use cases. Following this initial engagement, the client selected Amazon Connect and SmartAgent for its contact centre operations, and a rollout programme plan was defined, beginning with a 3-month pilot, and culminating in a whole contact centre rollout.
Mission Labs provided consultancy and professional services covering architecture, security, compliance, integration, and solution design, through to implementation, testing, go-live support, and enablement training.
Having already migrated its back-office functions across to Microsoft Teams at the beginning of the pandemic NCC was keen to continue leveraging this capability. Via Mission Labs’ omnichannel agent desktop – SmartAgent – we were able to offer interoperability between Amazon Connect and Microsoft Teams, providing agent users with a dynamically populated whole-council address book, including user presence, allowing cross-platform call transfer and conferencing.
NCC was also keen to assess the customer service and efficiency impact of offering additional contact channels to its citizens. Mission Labs’ API technology enables the connection of client’s business Facebook accounts to Amazon Connect’s powerful onboard routing capabilities, delivering asynchronous Facebook Messenger chats straight into the SmartAgent desktop for agents to manage and respond.
NCC is a forward-thinking council, looking for best-of-breed solutions which continue to enhance its quality of service for citizens. NCC needed a partner that understood and bought-in to its vision for service improvement.
With multiple teams and departments in scope, NCC needed a partner with the flexibility and drive to help quickly deliver against customised use cases.
As a government organisation security and data sovereignty is of utmost importance. Mission Labs offers SC cleared engineers and is G-Cloud listed for peace of mind.
Mission Labs’ track record, years of experience in both the public and private sectors, along with our advanced software accelerators provided NCC with the confidence they needed to move ahead with their digital transformation activity.
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