Conwy Borough Council Customer Testimonial v1.022 4net Technologies Customer Testimonial | Conwy Borough Council Transition to a Microsoft Skype for Business environment with EICC, delivering ease of use for agents and driving high quality customer service Introduction Conwy County Borough Council (Cyngor Bwrdeistref Sirol Conwy) is the governing body for Conwy County Borough employing over 5,200 people. It is one of the unitary authority areas of Wales serving around 116,200 citizens. Challenges The council’s contact centre functionality was provided exclusively via a legacy enterprise PBX system, supporting over 300 agents. Conwy decided to migrate to a Microsoft Skype for Business (SfB) environment, delivered on-premise to drive enhanced capability. However, the council w

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