Contact Centre - Telephony

An omni-channel contact centre platform will allow the front-line services to continue to manage contacts whilst allowing Customer Services Centre to use one platform to manage all contacts. An omni-channel contact centre will be integrated to the digital platform and ability to manage contacts through phone, chat, social media and many others. The following front-line services use the contact centre solution: • Customer Services Centre • ICT Services • Parking Services • Local Welfare Provision • MASH/IFD • Local Taxation • Pensions • Debt Control • Older Peoples Services