RESOLVED that Cabinet: -
(a) approved the letting of a CCaaS contract; and
(b) agreed to include in the general fund base revenue budget of the Council, from 2024/25 onwards, the £169,000 annual costs of the CCaaS contract.
Voting: Unanimous
Portfolio Holders: Customer, Communications and Culture
Transformation and Resources
Reason
CCaaS is a key element of the BCP Contact Centre and fundamental to managing incoming calls. It will also enable BCP to move towards the delivery of the Customer Target Operating Model through the adoption of an omnichannel environment.