Digitization of public administration is one of the main challenges in Italy. Efficiently managingcitizen care and internal processes requires advanced, innovative and flexible technological solutions.
This case study tells how Mewecom, together with the omnichannel suite XCALLY, implemented an innovative cloud-based omnichannel contact center project for a large public entity providing outsourced services to hundreds of local governments.
We will explore the client’s specific needs made explicit in the public tender and the solutions put in place.
Who is the client company
Mewecom, technology partner of XCALLY, using the technology infrastructure of a well-known Italian telephone company (Data Center, VoIP Public Telephony Services, Internet, security services) implemented a solution based on XCALLY Motion for a government-controlled entity that provides outsourced services for hundreds of local governments (municipalities, ASLs, Hospitals, Region, Entities and consortia).
Thanks to strong technical skills, a large network infrastructure, and a constant focus on service quality, thecompany stands out in the PA market for its ability to provide effective solutions for the management of services both to the citizen and to users within the PA itself.
It therefore needed an advanced system for managing user assistance.
What were the needs stated in the call for tenders?
To ensure continuity and quality, the institution needed an advanced solution that could deliver:
- Security of cloud infrastructure (where the contact center service is hosted and the public telephone access network )
- flexibility in agent management and IVR implementation,
- Ability to use multichannel platforms (phone, email, chat),
- Historical and real-time reporting tools for transparency to citizens and institutions.
These demands reflect the PA’s urgency to equip itself with technological systems capable of supporting reliable, citizen-oriented digital services.
For what reason did Mewecom contact XCALLY?
XCALLY fully met the needs of the call with a powerful omnichannel engine and the ability to develop advanced reporting, customizable and integrable with business intelligence tools.
What were the constraints of the notice?
In addition to the economic constraint common to public tenders, the project required:
- H24 availability and disaster recovery,
- Management of a large number of queues and temporary services,
- possibility of integration with Artificial Intelligence,
- Availability of advanced and customizable historical and online reporting
The solution proposed by Mewecom, supported by the telephone infrastructure of a well-known telephone operator, ensured full compliance with these requirements.
What services were needed and what were the goals set?
The Client needed a complex, integrated system that could replace the existing one and support the management of information and support requests, ensuring routing to different specialized groups in order to provide quick and accurate responses, as well as measurable improvement in the public customer experience.
What has been accomplished through XCALLY?
Mewecom has developed a solution based on the XCALLY omnichannel system, fully managed in the cloud, addressing all issues related to the migration of the old system.
XCALLY’s technology has made the service extremely flexible, allowing operators to work on a schedule and on-call basis, regardless of their location.
In addition, developments performed with the platform through Microsoft Power BI have made XCALLY data easily accessible to the Client’s users. Data that are indispensable for providing reports to the end clients (public agencies) and external companies that offer through cooperatives part of the agents engaged in the call center.
The results achieved
The project has demonstrated concrete and measurable success:
- Management of 100 active IVR/access codes simultaneously
- more than 100 coordinated operators
- peaks of 4,000 calls per day
- 24/7 service, including for vital services to citizens.
Main benefits
- Ability of the institution to respond to the changing needs of the PA
- Ease of use of the system by agents and configurators
- Scalability of the system
- No constraints on the location of the agent and the type of device used
- Opening new communication channels and integration with AI.
Conclusion
Thanks to the collaboration between XCALLY e Mewecom, the victory in the public tender was not the result of a single project, but of the strength of this alliance. A synergy that resulted in a solution that was competitive in cost and comprehensive in technical requirements.
A success story that demonstrates how the integration of cloud, omnichannel and secure infrastructure can transform public services, accelerating PA digitization and improving the citizen experience.
