CASE STUDY About Auckland Council Auckland Council is the local government council for the Auckland region in New Zealand. Auckland residents rely on the council to manage a broad range of municipal functions including property rates, rubbish and recycling collection, premise licenses and registration, parks and recreational facilities. It’s busy contact centre employs 250 agents who service 32 business units and hotlines. The agents handle over 1.5 million interactions annually via phone and email. The Challenge Unfortunately, the council’s on-premises solution, couldn’t keep up with its intense customer service demands and was hampering the council’s mis- sion to provide outstanding customer service. “The platform didn’t meet our business or technology requirements and had reached

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