Microsoft Teams integration
Inbound and outbound calls could be delivered through Teams using Microsoft Direct Routing.
Familiar user experience
Teams users could adapt quickly, with call centre functionality available in the tools they already used.
Future communication channels
WYCA now has a platform that can support further channels including chat, email, webchat, SMS and selected social messaging.
West Yorkshire Combined Authority (WYCA) works alongside local authorities across the region to deliver services and programmes that support people, communities and businesses. Its call centres play an important role in helping the authority connect with local communities and provide clear communication channels.
As part of its move towards a more flexible, cloud-based communications environment, WYCA wanted to replace its existing on-premises Skype Contact Centre with a solution that integrated with Microsoft Teams and could support future communication channels as its needs evolved.
Partnering with Redcentric, WYCA deployed an omnichannel contact centre hosted in Microsoft Azure and integrated with Microsoft Teams. The solution brought contact centre capability into a familiar user environment, supported compliance requirements for telephone payments and created a platform ready for future communication channels.
Customer context
West Yorkshire Combined Authority works with the local authorities of Bradford, Calderdale, Kirklees, Leeds and Wakefield, and alongside the Leeds City Region Enterprise Partnership, to develop and deliver programmes and services that benefit people across West Yorkshire.
For an organisation serving a large local community, accessible communication is essential. WYCA needed a contact centre environment that could support day-to-day service delivery while giving the organisation the flexibility to evolve how it communicates in future.
The challenge
WYCA had already migrated to Microsoft Teams and invested in Microsoft Azure Cloud and a Microsoft Enterprise Agreement. Its existing on-premises Skype Contact Centre was no longer aligned with that wider cloud strategy.
The authority wanted to move to a new cloud contact centre that would integrate with Teams and the wider organisation. Voice was the priority for the first phase, with the option to introduce further channels as development plans progressed. Integration with Dynamics CRM was also identified as a potential future requirement.
The solution
Following a competitive tender process, Redcentric was engaged to deliver a solution that met WYCA’s current requirements while supporting its future communication needs.
Redcentric delivered an omnichannel contact centre hosted in Microsoft Azure. The platform enables interactions across multiple channels, including voice, chat and email, and brings call centre functionality into Microsoft Teams.
Solution components
- Number migration from existing number range holders to Redcentric
- Redcentric Omnichannel Contact Centre
- Microsoft Teams
- Call recording
- Microsoft Direct Routing
Deployment began with the porting of existing phone number ranges for call centre agents and customer-facing numbers. Microsoft Direct Routing enabled calls to be received within Teams, while the omnichannel contact centre gave Teams users access to call centre functionality and a route to future channels such as webchat, SMS, WhatsApp and selected social media messaging.
Outcomes
Supporting better customer service
With greater visibility of call volumes, queue performance and agent activity, WYCA teams can more efficiently respond to customers’ demands and deliver a consistent service experience. Real-time insight helps supervisors make informed decisions quickly, while agents can work within a familiar Microsoft Teams environment, helping enquiries reach the right people and be resolved quickly.
A platform built for changing communication needs
WYCA now has a cloud-based contact centre environment that supports its current voice requirements and gives the authority a platform for further communication channels as its plans develop.
Faster adoption through familiar tools
By integrating contact centre capability with Microsoft Teams, users could work in a familiar environment. Inbound and outbound calls could be delivered to 1,000 users through Teams, with call centre functionality deployed for 57 agents and 86 concurrent calls.
More insight for supervisors and service teams
Integration with Power BI provided reporting on call trends and patterns, as well as group and agent performance. Supervisor dashboards and real-time wallboards gave visibility of queue performance, calls waiting, abandoned calls and agent activity.
Support for payment compliance
The solution supports PCI DSS requirements. Payment calls are subject to DTMF masking so that credit and debit card details are omitted from recordings.
Continuity during migration
The migration from the existing solution was completed smoothly, helping maintain continuity of service and avoid disruption for internal users and customers within the WYCA area.
Modernise your voice
Find out how Redcentric helps public sector organisations modernise communications with secure, scalable and future-ready contact centre solutions.
WYCA now has a future-proof solution which will allow further communication channels to be rolled out in line with its development plans.