Description
Flintshire County Council is looking to engage with the market for a bilingual (Welsh and English)* Contact Centre solution to the improve customer experience when contacting the Council, increase agent productivity, reduce operational costs, and enable smarter decision-making through enhanced data and insights.
The Council’s corporate Contact Centre is under increasing pressure due to rising customer demand, higher service expectations, seasonal peaks, recruitment and retention and the need to manage multiple communication channels, including voice, email, video and administrative processing.
To improve service quality, resilience, and workflow efficiency, the Council is exploring how technology, particularly the introduction of Artificial Intelligence can support and transform Contact Centre operations.
Whilst the Council is initially focusing on modernising its corporate Contact Centre, which receives the highest level of demand (e.g. circa 182,000 calls annually), the same technology is also used across other Council services. As such, the Council is seeking to work with a supplier that can demonstrate flexibility in its licensing options, recognising that different services may have varying business needs and requirements.
The Council has a contract with a third-party supplier until 31 March 2027.
The intention is to upgrade the existing technology and underlying infrastructure to support this transformation. In doing so, the Council is keen to explore and consider both on-premise and hosted telephony solutions, while maximising its existing investment in Microsoft technologies.
*Note - the Council is required to comply with the Welsh Language Standards and is therefore seeking a solution that will support it in meeting the requirements of those Standards. As a result, the Council wishes to engage with suppliers who have solutions readily available to deliver services equally in both Welsh and English.