Our role
Trusted consulting adviser and transformation partner
Working at pace with partners
Our alliance partnership brought the right technology and people together
The outcome
A full-service migration and next-gen customer experience delivered seamlessly
We’re proud to have supported Peterborough City Council, transforming their customer services centre through our alliance partnerships and expertise in tech and AI.
The challenge
Peterborough City Council faced an urgent challenge: its outdated contact centre couldn’t handle the surge in demand it expected when council tax letters were sent to its citizens.
The Council needed to innovate, reduce costs and increase capabilities with a scalable solution to ensure customers receive timely and effective support. During the pandemic, they had used Amazon Connect - a cloud-based contact centre solution which helps clients resolve business service challenges cost-effectively - so they knew a cloud-first approach could work. But the timeline was tight, with less than four weeks to implement a robust solution before the annual peak period.
Our work
Through our technology alliances, we combine our industry and technology expertise with our partners to help drive innovation, operational efficiency and provide simplified custom solutions that boost results.
Our alliance with Amazon Web Services (AWS) brought together the right combination of people and technology. We worked with AWS and the Council to design and implement a fully operational Amazon Connect contact centre platform in just 17 working days.
We used our insight from delivering similar projects to mobilise a UK and Egypt-based delivery team, bringing together expertise in Amazon Connect to deliver a solution quickly.
The project involved moving 11 services, training agents and administrators, and setting up basic call transcription and summary features. We took a flexible, step-by-step approach which prioritised essential functions. We worked closely with the Council, consulting and offering technical advice, organised training, and support for managing changes. The project was completed on schedule and within budget. Phase two of the project will introduce automation and AI features.
Seamless go-live, immediate benefits
The Amazon Connect platform went live with calls being handled immediately and no negative impact on customer service lines.
Using digital signposting, intelligent routing and real-time call transcription, the platform efficiently handled high call volumes, receiving almost 100,000 calls since going live in March 2025. Operational efficiency has improved, with a 10–15% call reduction and abandonment rates reduced from 48% to 42%.
Automatic call summaries save time and improve accuracy, and Contact Lens analytics, as part of our Amazon Connect solution, uses AI and machine learning to analyse customer interactions, providing insights into customer engagement to shape future local public services.
Phase two will build on this successful foundation with AI-powered virtual agents and email triage, driving even greater efficiency and service quality.
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