North Norfolk District Council (NNDC) has awarded a contract to Bramble Hub and our Cambridge-based partner Computer & Communications Co. Limited (C3) to replace the Council’s original contact centre.

The requirement arose because the existing contact centre was struggling to cope with the daily volume of calls. Additionally, the existing solution was outdated, and only supported voice contact and not other methods, including email, webchat or SMS. The system was also prone to failure and was costly to maintain.

As well as the requirement to manage contacts via multiple channels, NNDC wanted an integrated system that would handle ad-hoc walk-in meeting requests: the existing system for such requests was separate from the telephony system, and the lack of integration resulted in some difficulty for staff and disruption to services.

C3 fulfilled this requirement by helping to develop a Skype for Business integration as well as a new FaceToFace adapter to look-up which agents are free and effectively assign them in a timely manner.

Along with these off-the-shelf and tailored solutions, C3 will provide 24/7 customer support as part of the contract. North Norfolk is an English district covering 371.6 square miles, and with a population slightly above 100,000 people. NNDC is based in Cromer.

The solution was provided by Bramble Hub under the Data and Application Solutions Framework, and the contract is set to run for five years.