A regional government modernized its contact-centre environment with connected case management, workload routing, enterprise integration and customer self-service.
Engagement at a Glance
Organization
Regional Canadian government
Industry
Public Sector
Solution
Case Management, Contact Centre, Customer Portal
Platforms
CTI, Hansen, MuleSoft, Salesforce Service Cloud, Salesforce Shield, Siebel
OUTCOMES AT A GLANCE
A connected experience designed around the business need
Created a connected agent and supervisory environment
Integrated legacy systems through MuleSoft APIs
Combined routing, knowledge, portal, security and reporting capabilities
ENGAGEMENT OVERVIEW
Understanding the organization and the scope
Organization Profile
The regional organization supports residents through a high-touch contact centre serving distinct user groups and depending on established enterprise and telephony platforms.
Engagement Scope
Implementation management for Service Cloud case management, Service Console, Omni-Channel, Omni Supervisor, Knowledge, automation, portal, MuleSoft APIs, CTI use cases, Shield and reporting.
THE CHALLENGE
What needed to change
Agents and supervisors required a coordinated workspace while retaining access to information held in legacy and telephony-dependent systems.
Business Challenge
The contact centre needed a modern environment for case management, agent work, routing, knowledge and supervision. Two user groups required appropriate reports and dashboards. Existing Siebel and Hansen information had to remain accessible through MuleSoft APIs, CTI-dependent scenarios had to be accommodated, and sensitive information required stronger platform controls.
Operational Impact
Without a connected environment, agents could face fragmented information, manual navigation and limited workload visibility, while supervisors would lack a consolidated view of service operations.
Key Requirements
Service Console; case management; Omni-Channel; Omni Supervisor; Knowledge; automation; customer portal; MuleSoft APIs to Siebel and Hansen; CTI use cases; Shield; reports and dashboards.
THE SOLUTION
How the challenge was resolved
Service Cloud unified agent work, routing and knowledge while MuleSoft connected legacy systems and Shield supported data protection.
Solution Overview
Service Cloud was implemented with a consolidated agent console, structured case management, Omni-Channel routing, Omni Supervisor and Knowledge. Automated processes supported consistent handling, while a customer portal extended selected services digitally. MuleSoft APIs connected Siebel and Hansen information. CTI-dependent requirements were incorporated, and Salesforce Shield supported data-protection controls. Reports and dashboards served both contact-centre user groups.
DELIVERY APPROACH
From requirements to a coordinated release
Delivery Management
Led discovery and planning; coordinated workstreams for console, routing, knowledge, portal, APIs, CTI, security and reporting; managed testing and dependencies; and supported training and production deployment.
Process Improvements
Unified case intake, routing, agent handling, knowledge access, escalation, supervision, customer self-service and management reporting.
Platform Integration
MuleSoft APIs connected Siebel and Hansen; CTI supported telephony-dependent interactions.
TECHNOLOGY AND ARCHITECTURE
Connected platforms supporting the solution
Salesforce Service Cloud, Service Console, Omni-Channel, Omni Supervisor, Knowledge, Experience capabilities, MuleSoft APIs, Salesforce Shield, CTI and dashboards.
CTI, Hansen, MuleSoft, Salesforce Service Cloud, Salesforce Shield, Siebel
Secure, API-connected contact-centre architecture supporting agents, supervisors and customer self-service.
BUSINESS OUTCOMES
What the engagement enabled
The organization gained a connected agent and supervisory environment, reusable API connectivity to legacy platforms, integrated knowledge and routing, customer self-service and strengthened platform controls.
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