Leicestershire County Council

The Council's contact centers, handling an average of 49,000 calls per month, were hindered by legacy systems that required manual processes, had limited reporting capabilities, and caused communication silos due to segregated platforms. These challenges impeded flexibility in dialogue handling and stifled efficiency, making it difficult for agents to deliver optimal customer service.

By transitioning to AnywhereNow Dialogue Management on Microsoft 365, Leicestershire County Council modernized over 20 contact centers within four weeks. The deployment included smart IVRs with channel deflections, self-service options outside of business hours, and real-time integration with Injixo WFM. This led to a 30-70% reduction in calls routed to agents. The Council also expanded service channels to include webchat, significantly improving accessibility and efficiency. The introduction of webchat reduced the abandonment rate to around 3%, well below the market average, and allowed the IT service desk to phase out email.

In January 2023, the Council migrated from Skype for Business to Microsoft Teams, further unifying their communication ecosystem. AnywhereNow Dialogue Studio played a pivotal role in this transition, providing real-time insights and actionable data that enhanced operational efficiency. The integration of agent presence and call reason codes into the existing WFM solution, along with the deployment of a smart IVR, transformed internal operations and improved customer service standards.

Tangible benefits

• Smart IVRs with channel deflections
• Self-service options outside of business hours
• Real-time integration of agent presence and reason codes into Injixo WFM
• 30-70% reduction in calls routed to agents through Dialogue Studio
• Enhanced accessibility and efficiency with webchat
• Unified communication ecosystem with Microsoft Teams

Looking ahead
Leicestershire County Council remains committed to refining and enhancing customer journeys for both internal customers and residents. The success story of Leicestershire County Council demonstrates the transformative power of innovative contact center solutions. Through strategic collaboration and the adoption of Dialogue Cloud and Dialogue Studio, they have modernized operations and elevated customer service standards. As they continue to embrace technological advancements, the Council strives to set new benchmarks in public sector customer service.

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