Case Study: Scottish Borders Council achieves improved customer service and reduced costs with Enghouse Interactive Communications Center on Microsoft Lync

Helping Scottish Borders Council Answer the Public’s Questions

Scottish Borders Council, a local government authority coping with increased demand from social service, benefits and welfare reforms, needed to cut costs while improving citizen-facing services and replace an inflexible legacy contact platform. The council chose Enghouse Interactive’s Communications Center, deployed on Microsoft Lync, to reduce data and telephony network requirements, unify communications across offices and provide a more flexible, scalable contact‑centre solution.

Enghouse Interactive’s Communications Center (delivered in partnership with reseller Exchange Communications) was rapidly implemented for 29 agents across three sites and now handles about 2,200 contact‑centre calls and 1,800 switchboard calls per week. The Enghouse Interactive solution provided true Lync integration, presence-aware, skills‑based routing and a single unified communications network, producing faster implementation, lower network and admin costs, improved service levels and greater flexibility to add features (call recording, CRM integration, remote/home working) and manage call peaks.

Scottish Borders Council

Stephen Roy

Project Manager