Coventry City Council modernizes CX with TTEC Digital and Microsoft

Background

Coventry City Council provides over 700 services to local residents in its community. Like many government entities facing budget pressures, they have been tasked to do more with less – a difficult proposition with their previous technology stack. They needed a system that streamlined citizen journeys, offered channels of choice, and provided self-service capabilities to achieve operational efficiency and improved citizen experiences as part of their wider digital transformation strategy.

Solution

Coventry partnered with TTEC Digital due their rich expertise in contact center optimization to assist in identifying an alternative platform aligned to their needs.​ Through the initial assessment, TTEC Digital identified Microsoft Digital Contact Center Platform as a solution that could deliver an integrated omnichannel approach to customer service, bringing together customer data across various business line applications and digital channels such as chatbot, voice, and social into a single cohesive platform to deliver a connected experience.

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Results

With TTEC Digital and Microsoft, Coventry City Council has seen the following benefits:

• Full visibility across customer journeys​
• Improved call handling time and advisor workflow​
• Ability to identify repeat calls with improved insights​
• Enhanced self-service capabilities through Chatbot & IVR​
• Opportunities to innovate with Microsoft’s rich product roadmap​

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