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Affiniti supports Scottish call centre roll-out |
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Friday, 22 August 2008 |
Residents of Dumfries and
Galloway will receive a greater level of support from their local council thanks to the launch of a new contact centre. The contact centre, DG Direct, will allow
Dumfries and Galloway Council to gain greater insight into customer calls and enhance productivity of staff by integrating its Customer Relationship Management (CRM) application, FrontLine from Lagan, with the IP-based call centre implemented by Affiniti, the communications integrator. DG Direct represents a further step in support of the Scottish Government's transformational agenda which has spurred a number of public sector modernisation projects. With the introduction of DG Direct, residents of Dumfries and
Galloway will have greater choice in how they contact their council, either in person, via telephone or over the internet. The new call centre will also provide the council with greater insight into the most commonly used services and recurring caller concerns. This will allow the council to focus its resources more effectively on the issues that matter to the public and improve overall customer service. The successful integration of Lagan into a call centre operation is one of the first project of its kind in the
UK. Affiniti delivered an advanced, scalable Cisco IP infrastructure and integrated Lagan into the core contact centre function, providing agents with a single desktop view of a caller's history and call resolution status. The call centre will initially cover 11 council services, growing to incorporate more services over time. The Cisco Systems Contact Centre Express (CCX) solution implemented by Affiniti offers a scalable and flexible architecture which will allow
Dumfries and Galloway Council to add new contact centre functions irrespective of geographical location, while retaining centralised management and administration.
www.affiniti.com |
