Provision of Contact Centre Technologies for Flintshire County Council

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.