City of Stirling upgrades to Nice in Contact and Captivate Connect
The City of Stirling is one of the largest local government authorities within Perth, Australia.
It has worked with Captivate Connect for its On Hold service for over 20 years.
In early 2023, the City upgraded its Contact Centre system to NICE In Contact to boost the customer experience.
This brought about a challenge as the City was accustomed to updating its MoH on a weekly basis and NICE had not had such a requirement from a customer anywhere in the world.
After 2 months of development work between Captivate Connect and NICE engineers, Captivate Connect was able to integrate with NICE and can now provide updated IVR and MoH for the City of Stirling and better still, the Captivate Connect service can be customized for different call queues.
Rates callers hear about that subject, building and planning hear about the latest changes, community events are publicised across all queues.
With Captivate Connect being accredited by Cisco, Microsoft, Genesys and NICE, there are few contact centres that cannot benefit from working with Captivate Connect to improve their CX and reduce perceived wait times.