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Implementation of new omni-channel contact centre (new telephony system)

 

 

Meeting: 27/07/2017 - Cabinet (Item 9.)

9. Implementation of new omni-channel contact centre (new telephony system) pdf icon PDF 107 KB

This report seeks approval to progress with implementation of the Omni-Channel Contact Centre, which aims to deliver a more cost-effective customer access service, and medium term efficiencies through the rationalisation of current arrangements for telephone access to the Council

Decision:

Approved the implementation Option 2 (combined Omni-channel, centralisation and call centre).