Case Study: Cardiff Council achieves streamlined, multilingual, single-number access to 130 services with Enghouse Interactive

Using Customer Interaction Management Technology to Provide Easy Access to Services

Cardiff Council, serving around 320,000 residents, had no central contact centre and faced a fractured communications landscape—400 different phone numbers, overloaded switchboards and long delays—while needing an easy-to-use, multilingual system to give citizens one point of access to some 130 services. To address these goals the Council evaluated solutions and selected Enghouse Interactive’s Contact Center: Enterprise (deployed alongside Mitel network telephony) to integrate with its CRM and support phone, email, text and web chat channels.

Enghouse Interactive’s Contact Center: Enterprise delivered a unified, multilingual multichannel platform with screen pops, routing, reporting and a single main phone number; agents now handle over 50,000 contacts per month (up from 6,000 in month one), with more than 20% coming via email, text and web chat. The solution reduced directory confusion (from 400 numbers to one), improved agent productivity and resource planning (including hiring two extra Welsh‑speaking agents after CCE reports revealed demand), increased social inclusion (priority handling for pay‑phone callers and web chat for hard‑of‑hearing users) and lowered overall contact centre costs.

Cardiff Council

Isabelle Bignall

Head of Contact Center Services