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Case Study

Local Government Improve efficiency and effectiveness with AI Quality Management and cloud-based customer service

Local Government Improve efficiency and effectiveness with AI Quality Management and cloud-based customer service

Local Government Improve efficiency and effectiveness with AI Quality Management and cloud-based customer service

Enghouse Interactive
Pages 11 Pages

A local government council serving tens of thousands of residents and handling one million annual interactions sought to maximize value and efficiency across its customer service operations. To achieve this, the council extended its platform by migrating the contact center off-premises into the cloud and integrating native Microsoft Teams. Enghouse Interactive software helped the authority analyze interactions deeply through advanced call and screen recording via the Quality Management Suite. Furthermore, this migration removed the need for an internal IT support layer, significantly reducing technical strain, streamlining public service delivery, and ensuring seamless communication for every community member.

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