Case Study: East Dunbartonshire Council becomes a one-number, PCI-compliant council with Netcall Converse

Next level service delivery

East Dunbartonshire Council faced an inadequate automatic call distributor that was preventing it from becoming a one-number council and limited skills-based routing, reporting, staff mobility and scalability. To tackle this, the Council selected Netcall’s Liberty Converse ACD module (including a speech-enabled virtual operator) to provide call queuing, skills-based routing, CRM integration and a scalable call router.

Netcall implemented the Converse solution integrated with the Council’s CRM and switchboard, routing calls automatically to the right department and enabling in-queue messaging during peaks. The Netcall deployment now handles around 2,000 internal calls per day, reduced transaction times, improved management reporting and performance metrics, increased staff mobility, and ensured PCI compliance by preventing the recording of sensitive card data.

East Dunbartonshire Council