Scottish council improves services for citizens

Falkirk overhauls contact centre systems

Falkirk residents will have more ways to contact council

Falkirk Council is to install contact centre technology to improve service by increasing customer's options of how and when they contact the council.

Graham Technology, a provider of customer-oriented business software and services, has won a tender to install its customer management software, Ciboodle, to help achieve the council’s goal of improved delivery.

The customer relationship management project will allow citizens to contact the council at times that suit them, using the type of communication that best meets their needs.

Ciboodle will provide the council with a platform to manage all customer interactions in a centralised environment as the software is fully integrated with all contact centre channels.

Customers will be able to interact with the contact centre through multiple channels, including telephony, web, email, interactive voice recognition and instant messaging.

Contact history, irrespective of the channel used, is kept together so when a call is routed to a contact agent they have access to every interaction with all the required information in a single central view.