Case Study: Kent County Council improves call visibility and queue management with SCC and Luware Nimbus

Kent County Council streamlines Teams call handling with SCC and real-time queue visibility

Kent County Council faced a challenge in providing effective call handling tools for its multi-departmental staff, who managed calls as part of a broader set of responsibilities. After migrating to Microsoft Teams, the council lacked visibility into call queues and volumes, which was a particular constraint for its Pensions team. SCC integrated the Luware Nimbus contact centre platform directly within the Microsoft Teams environment to address this.

The solution implemented by SCC gave staff access to proper contact center features without leaving Teams. Supervisors gained real-time monitoring capabilities for call activity and queue management. This allowed the Pensions team to adjust capacity based on live data, improve staffing decisions, and streamline workflows by recording case notes directly in Teams. SCC's approach of fitting the tool to the council's hybrid work model produced an outcome that staff adopted naturally and that delivered immediate operational benefit.

Kent County Council