5 Reasons for UK councils to transition from legacy to customer-centric contact centers

Today, UK councils face the challenge of providing customers with seamless omnichannel support experiences. However, many councils still rely on outdated legacy customer engagement systems that hinder their ability to meet modern expectations. These legacy systems often struggle to scale, integrate with current technology stacks, and provide reliable service. As a result, councils encounter issues such as long wait times, high abandonment rates, and low customer satisfaction scores, impacting both the customer and employee experience.

The alternative: Embracing modern customer engagement solutions

To address these challenges effectively, UK councils can benefit from migrating to customer-centric contact centers. By doing so, they can enhance team performance and proactively meet the needs of customers. Centralizing data is key to achieving this goal, enabling agents to access comprehensive customer information quickly and efficiently. Cloud-based contact center solutions, like Anywhere365, offer seamless integration with existing tech stacks, providing councils with the tools they need to succeed in the digital age.

A customer-centric approach for enhanced citizen satisfaction and employee well-being

• 1. Minimal User Training: Anywhere365's integration with Microsoft Teams and O365 approach ensures that council agents can quickly adapt to the new technology, minimising the need for extensive training.
• 2. Improved Efficiency and Collaboration: By breaking down silos and facilitating communication between departments, Anywhere365 enhances collaboration and productivity within council teams. For example, agents can easily collaborate to resolve customer queries without the need for multiple systems or manual transfers.
• 3. Omnichannel Capabilities: Councils use Anywhere365 to engage with customers across various channels, including email, web chat, social media, and more. This ensures that customers can reach out through their preferred channels, leading to an improved experience and productivity.
• 4. Customization Options: ?Anywhere365 offers customizable workflows and AI-based chatbots, allowing councils to tailor the solution to their specific needs and processes. For instance, councils can create channels for different services or departments, streamlining communication and improving response times.
• 5. Cost-Effectiveness: By consolidating communication tools into a single platform, Anywhere365 offers a cost-effective solution for UK councils. This consolidation not only saves money but also increases operational efficiency, ultimately leading to better customer service.

In addition to these benefits, Anywhere365 empowers council agents with quick access to customer information and history, resulting in faster query resolution and higher customer satisfaction. By migrating to a customer-centric contact center solution like Anywhere365, UK councils can modernize their operations, improve customer service, and thrive in the digital era.