Case Study: West Yorkshire Combined Authority achieves improved contact centre performance with Redcentric

West Yorkshire Combined Authority - Customer Case Study

West Yorkshire Combined Authority (WYCA) needed to move from an on-premises Skype contact centre to a flexible cloud-based solution that integrated fully with Microsoft Teams and could support future channels like email and chat. After migrating to Microsoft Teams and investing in Microsoft Azure, WYCA turned to Redcentric to modernize its communications while maintaining continuity of service and supporting secure telephone payments.

Redcentric delivered an omnichannel contact centre hosted in Microsoft Azure, including number migration, Microsoft Direct Routing, Teams call recording, and contact centre functionality for 1,000 users and 57 agents. The result was smoother adoption through a familiar Teams interface, better reporting and real-time management insights, PCI DSS-compliant payment handling, and reduced costs and overheads, all with no disruption to users or customers.

West Yorkshire Combined Authority