Bilingual Contact Centre Technology Solution for Flintshire County Council

Flintshire County Council seeks a bilingual (Welsh and English) Contact Centre technology solution to enhance customer experience, improve agent productivity, and reduce operational costs. The Council handles approximately 182,000 calls annually and manages multiple communication channels including voice, email, video, and administrative processing. Current challenges include rising customer demand, higher service expectations, seasonal fluctuations, recruitment and retention difficulties, and the need for greater operational resilience and workflow efficiency. The Council is particularly interested in how Artificial Intelligence can transform Contact Centre operations. Suppliers should offer flexible licensing options to accommodate varying business needs across different Council services. The solution should support both on-premise and hosted telephony options while integrating with existing Microsoft technology investments. The Council must comply with Welsh Language Standards, so suppliers must demonstrate readily available solutions delivering services equally in Welsh and English. The current contract with a third-party supplier extends until 31 March 2027.