Case Study: Leicestershire County Council achieves better customer service and reduced call volumes with AnywhereNow

Leicestershire County Council Reduced Calls by 30-70% Across Various Contact Centers

Leicestershire County Council, serving more than 750,000 residents, wanted to modernize its client service operations, improve customer experience, and replace an outdated Alcatel platform. The council’s contact centers handled around 49,000 calls per month, but legacy systems, manual processes, limited reporting, and siloed platforms made it difficult for agents to work efficiently. AnywhereNow helped address these challenges with its Dialogue Management solution on Microsoft 365.

AnywhereNow implemented smart IVRs with channel deflection, self-service options outside business hours, webchat, and real-time integration with Injixo WFM, modernizing more than 20 contact centers in just four weeks. The solution reduced calls routed to agents by 30-70%, lowered webchat abandonment to about 3%, and enabled the council to phase out email for IT service desk support. After migrating from Skype for Business to Microsoft Teams in 2023, Leicestershire County Council further unified communications and improved operational visibility through AnywhereNow Dialogue Studio.

Leicestershire County Council