Auckland Council, NZ implemented CXone to improve the customer experience for service delivery

Auckland Council, NZ iConnect contact management system

Auckland Council implemented CXone, a new contact management system, to provide more efficient customer service for residents. The CXone platform automatically directs customers to the best person for their specific request to provide more effective service delivery. The Council is also trialing a process in which customers can enter information into the system while waiting on hold. This process will allow agents to directly access relevant information at the beginning of each call.

AC

Auckland Council, NZ

Unitary council in New Zealand

New Zealand