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Epsom and Ewell Boosts Call Center Efficiency by 20% and Cuts Costs With Citizen-Centric Service Innovation

Category: IT Management, Enterprise Applications

Overview Located 15 miles from London, Epsom and Ewell Borough was voted the third best place to live in the United Kingdom by a 2007 Channel 4 Television survey. Epsom and Ewell Borough wanted to modernize and improve service delivery and increase the range of services available to local residents and businesses and cut costs through automation and increased staff productivity. The challenge was to enable citizens, 80% of whom have internet service, to access information and council services around the clock and cut technology cost of ownership, reduce development times for new services, and gain rapid Return On Investment (ROI) Solution. They upgraded to a Web-based version of Oracle's Siebel applications to provide customers with one-stop, multi-channel delivery for council services.

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Publisher: Oracle
File Format: PDF
Date Published: Mar 25, 2008
Format: Case Studies
Topics: Call Center - Contact, ROI - TCO

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