National Statistics Office Integrates BT's Cloud-Based Customer Support Platform
The Office for National Statistics (ONS), the UK government's primary data compiling and analysing body, has taken a significant stride towards modernising its communication infrastructure. The organisation has chosen to implement a cloud-based contact centre management system from BT, marking a shift away from traditional on-premise solutions.
BT's Cloud Contact system offers several key advantages, particularly for government organisations. The system provides secure, reliable, and flexible cloud-based communication solutions that improve operational efficiency and ensure compliance with government standards.
One of the primary benefits of the Cloud Contact system is its improved flexibility and scalability. Cloud contact systems enable government agencies like the ONS to scale their communication capabilities on demand, adapting to changing workloads without infrastructure constraints.
Another significant advantage is enhanced security and compliance. BT Cloud Contact leverages robust encryption and access controls critical for government data protection and regulatory compliance, safeguarding sensitive information handled by offices like the ONS.
The Cloud Contact system also offers increased reliability and continuity. Cloud infrastructure provides higher service availability and resilience, minimising downtime and ensuring continuous contact centre operations essential for government service delivery.
Operational efficiency is further boosted through automation. The solution can integrate AI-driven tools such as call transcription, summarisation, and workflow automation, helping ONS staff reduce manual workloads and focus on core functions.
Cost management and transparency are also key benefits. Cloud deployment reduces the need for expensive on-premises equipment, offering predictable pricing models and lowering total cost of ownership for government departments.
The Cloud Contact system also improves user experience and collaboration. Integration across multiple channels (voice, web, mobile) supports a modernised contact approach that enhances staff collaboration and public interaction quality at the ONS.
The implementation of BT's Cloud Contact system involves replacing the ONS's existing on-premise contact centre solution. Colin Shaw, service center director at ONS, emphasised the importance of technology for providing comprehensive statistics to the public.
The Cloud Contact solution will be integrated with the ONS's existing telephony system, applying call-routing rules based on the nature of each incoming call. The system unifies all contact channels into a single platform, enabling remote work for ONS agents for the first time.
Andrew Kingston, BT's Cloud Contact government sales lead, stated that the on-demand nature of the service allows the ONS to scale its IT spend according to demand. He also mentioned that the Cloud Contact solution offers a different approach to traditional problems, as it avoids spending money on underutilised hardware.
Kingston further highlighted that all contact centres have seasonal peaks, and the Cloud Contact solution offers a solution to traditional problems by avoiding unnecessary expenditure during periods of low demand.
In conclusion, the ONS's adoption of BT's Cloud Contact system showcases the advantages of cloud-based communication solutions for government organisations. The system provides a secure, compliant, and flexible communications infrastructure that meets strict government service standards while improving operational efficiency and reducing costs.
The ONS's decision to adopt BT's Cloud Contact system signifies a strategic integration of modern technology in the realm of finance and business, seeking to revolutionize its communication processes. The system offers a cost-effective, efficient, and secure means of communication, aligning with government standards for data protection and regulatory compliance.
The implementation of this cloud-based solution marks a departure from traditional on-premise systems, promising benefits such as increased flexibility, reliability, and user-friendly collaboration features. This shift underscores the ONS's commitment to harnessing technology for the delivery of comprehensive and reliable statistical data to the public.
