Modernising Customer Experience: Oxfordshire County Council’s Journey with Zoom Contact Centre
Project at a Glance
Oxfordshire County Council partnered with Softcat and Zoom to transform its outdated contact centre into a modern, multi-channel platform. The new solution delivers improved reliability, faster service for residents, and supports critical teams such as safeguarding and emergency duty staff. This collaboration ensures the council is ready for future innovation, including AI-driven virtual agents.
months from decision to go-live (July to November)
integrated channels: voice, SMS, WhatsApp, and email
Challenge
The council’s previous contact centre lacked flexibility and reliability, making it difficult to meet modern service expectations. They needed a solution that could integrate multiple channels, support critical services, and deliver a seamless experience for both advisors and residents.
Critical Success Factors:
1
Future-proof platform
A reliable, future-proof contact centre platform with multi-channel capabilities.
2
Collaborative support
Strong partnership and proactive support from technology providers.
3
Fast implementation
Rapid deployment without compromising quality or functionality.
Solution
Softcat partnered with Zoom to implement a Contact Centre as a Service (CCaaS) solution. Zoom Contact Centre introduced advanced features like workforce and quality management tools, SMS and WhatsApp integration, and email connectivity. Softcat provided strategic guidance and project management to ensure a smooth transition.
- Deployment of Zoom Contact Centre with integrated multi-channel capabilities.
- Additional functionality including workforce and quality management tools.
- Strategic partnership between Softcat and Zoom for seamless implementation.
Results
The new platform has transformed operations, improving reliability and customer experience. Advisors now work with intuitive technology, and residents benefit from faster, more responsive service. The scalable solution positions the council for future innovation, including AI-driven virtual agents.
- Enhanced reliability and performance across all contact centre operations.
- Improved advisor and customer experience through intuitive technology.
- Scalable platform enabling future innovation and digital transformation.
Softcat knew the Zoom team and solution really well, so they were able to say this is the best fit, in terms of the solution we were looking for.
Clare Martin
Quality and Performance Manager
Meet the team:
Megan Bernto
Account Manager, Softcat
Chris Wright
Workspace Specialist, Softcat
