Summary

Exponential-e, Five9 and eGain

Key Takeaways

Citizen

Enriched 24 x 7 self service
True multi-channel escalation
Prioritising vulnerable Citizens
Increased first contact resolution
Information summarised by GPT AI

Staff

Agents passed full conversation narrative
Front-back office collaboration
Knowledge assistance
Information summarised using GPT AI
Full suite of reporting and analytics for visibility

Council

Strong business case driven by channel shift and reducing call durations
Increased Council Tax receipts
Reduced resources and carbon footprint
Protecting vulnerable people and staff wellbeing

Call to Action

Advice

Talk to us today
eGain - innovation in 30 days
Five9 - Contact Centre maturity assessment
Discovery session
User workshops
Town hall / open day

Demonstration

Contact Centre demonstration for your Council
Live demo of Agent, Supervisor and Manager / Reporting
Speech, AI & Channel Shift use case
Knowledge demo for Self Service & Agent support
User engagement surveys

Business Case

eGain business case calculator
Five9 business case
End to end Telephony, Contact Centre & Knowledge business case
Full outline commercial model and business case preparation
G-Cloud and CCS Network Services 2 Service Offers

Our Accreditations & Frameworks

ISO9001 - Quality Management
ISO27001 - Information Security
CSA Star - Cloud Security
ISO22301 - Business Continuity
BS10012 - Data Protection
ISO20000-1 - IT Service Management
ISO14001 - Environmental Management
ISO50001 - Energy Management
ISO27017 - Private Cloud Security

Get in Touch

Stuart Smith
Local Gov Lead, Exponential-e

Stuart.smith@exponential-e.com

Kelly Hazelton
Enterprise Sales Director, Five9

kelly.hazelton@five9.com

Pete Dineley
Strategic Client Director, eGain

pdineley@egain.com