Argyll and Bute council has turned to
voice over IP (VoIP) technology to power a new "virtual"
contact centre for citizens.
VoIP is being used to deliver a virtual system that enables
council advisors to work from offices distributed throughout the
Scottish mainland and islands, while having access to common
technologies and resources.
The contact centre is powered by Macfarlane CallPlus contact
centre technology embedded within a new
Cisco IP infrastructure. CallPlus is also tightly integrated
with Lagan Frontline CRM software, ensuring relevant customer and
council information can be passed to advisors as calls are
answered.
In the initial phase of deployment, council tax queries are
being handled at a single centre in Campbeltown.
Advisors make use of technology integration between the
council's Lagan Frontline
CRM software and Northgate SX3 council tax system, which
enables them to change customer records without the need for double
entry.
It is the first time this type of system integration has been
achieved in a Scottish Council.
The council is planning to move benefits, street lighting and
roads, leisure bookings and its library catalogue into the contact
centre by this December.
Planning and other departments will be moved to the contact
centre next year.
Eastbourne Borough Council signs £5.5m IT contract with Steria
>>
Argyll and Bute Council buys £1m Steria call centre
>>
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