Modernizing Public Sector Contact Center

Transforming citizen services with a modern contact center

Derby City Council transformed its contact center operations by implementing Luware Nimbus, to overcome the limitations of an outdated telephony system. This shift enabled real-time script changes, enhanced AI capabilities, and improved service delivery, supporting 5,000 users across 95 buildings with a lean team. The transition resulted in significant efficiency gains, enhanced citizen engagement, and greater flexibility for remote working, demonstrating the transformative potential of modern contact center solutions.

Discover Derby City Council's journey to a modern, efficient contact center with MS Teams.

The challenge

Derby City Council, tasked with delivering essential services to its community, grappled with an outdated telephony system that hindered operational efficiency.

The system's rigidity made it difficult for the Council to respond swiftly to evolving demands, especially during emergencies and peak call periods, such as annual tax reminder campaigns. Licensing constraints and limited hardware bandwidth further compounded the issues, leading to call capacity problems.

The COVID-19 lockdown underscored the critical need for a more agile and responsive communication solution, as the Council had to rapidly deploy Skype for Business as a stopgap, revealing the limitations of their legacy system.

The solution

In response to these pressing challenges, the Derby City Council was in search of a more flexible and responsive solution. Partnering with LoopUp, the Council explored fully migrating to MS Teams phone, consolidating onto one platform instead of multiple systems, which offered significant advantages. They evaluated several options before selecting Luware Nimbus, a comprehensive contact center solution integrated with Microsoft Teams.

The decision was driven by Nimbus's advanced routing, reporting, and management capabilities, which promised to streamline telephony and customer service operations.  The user-friendly interface enabled team leaders to execute real-time script changes, drastically cutting down the time needed for updates. Moreover, the seamless integration with MS Teams enhanced collaboration and operational efficiency through improved presence visibility.

The adoption of Luware Nimbus and its customizable system, flexible call recording, chatbot integration (Darcy and Ali), and secure SaaS model addressed the Council's diverse needs.

The results

The adoption of Luware Nimbus brought about transformative changes within Derby City Council's contact center operations. The system's intuitive Power BI reporting provided critical insights into call types, enabling better service management.  

The time required for script changes was reduced from weeks to a single day, significantly enhancing operational efficiency. Additionally, the Networks and Telecoms Team now supports 95 buildings and 5000 users with just four people.

The implementation of Luware Nimbus addressed call capacity issues by leveraging Microsoft cloud scaling to distribute peak loads across multiple tenants, ensuring uninterrupted access to critical services. The Council also experienced improved staff morale due to increased work flexibility and efficient resource allocation.

Key benefits and results included:

• Enhanced Responsiveness: Real-time script changes and adaptable routing.

• Improved Efficiency: Decreased call handling times and streamlined workflows.

• Unified Presence: Seamless integration with Microsoft Teams for enhanced collaboration.

• Data-Driven Insights: Intuitive reporting fostering informed decision-making.

• Flexible Work Arrangements: Facilitated remote and hybrid work models.

• Automated Inquiries: Chatbot integration reduced the volume of basic inquiries.
• Budget-Friendly Solution: Transition to a CCaaS model minimized the IT burden.