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The contact center at Newport City Council serves as a central hub for all inquiries from a population of 137,000. The council's IT department had already invested in new infrastructure and hardware, so it was the ideal time for the contact center to upgrade its CRM system. This upgrade enabled the council to get the additional functionality it needed while fully exploiting the improved performance abilities of the new IT infrastructure. Newport City Council upgraded to Oracle TeleService Release 12. As part of this process, the contact center radically transformed its way of working by moving from a location-centric approach to a citizen-centric approach.
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