Background
Government Commercial Agency (GCA) is the UK’s central commercial and procurement organisation, connecting public and private sectors to achieve the best outcomes for the UK and its citizens. GCA uses its commercial expertise to create a simpler procurement experience that redirects valuable resources into essential public services – creating value for the nation.
At the centre of GCA’s service delivery is the Customer Service Centre, which supports more than 17,000 public sector customers and 11,000 suppliers. The team of approximately 80 customer service professionals operates across a multi-site, hybrid working environment, handling in excess of 250,000 interactions each year via telephone, email and web channels. The service provides guidance on commercial agreements, procurement frameworks, tenders and purchasing activities, making it a vital touchpoint between GCA and the organisations it supports.
With its existing on-premises telephony solution approaching end of life, GCA issued a tender to modernise its customer service environment. Following a competitive procurement process, Cinos was selected to design, deliver and support the new solution, bringing extensive experience of deploying cloud-based contact centre platforms for organisations across healthcare, local government, policing and finance.
The Requirement
GCA sought an omnichannel cloud-based contact centre solution that would enhance customer contact, streamline agent workflows, and provide a platform for ongoing service innovation. With Salesforce serving as the organisation’s CRM platform, seamless integration with the new contact centre solution was a key objective, enabling agents to access customer information and manage interactions more efficiently.
Beyond core telephony functionality, GCA also wanted to strengthen visibility into customer interactions and gain access to richer performance insights. This included advanced call recording, transcription, quality management and analytics capabilities that would help supervisors better understand engagement, identify opportunities for improvement and support a consistent service experience across the Customer Service Centre.
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For us, success isn’t just about delivering a technology platform, it’s about helping customers continuously improve the way they operate. By integrating Webex Contact Center, Salesforce and Eleveo, GCA has a solution that delivers immediate operational benefits today while providing the insight, flexibility and innovation needed to support future requirements. We look forward to continuing that journey together. |
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Jono Darlington,
Senior Solutions Architect, Cinos. |
The Solution
To support GCA’s customer service transformation, Cinos deployed a modern customer engagement platform centred around Cisco Webex Contact Center. Supporting agents across multiple locations, the UK-hosted solution brings customer data, telephony and business processes together within a single platform.
At the heart of the solution is the integration between Webex Contact Center and Salesforce. Rather than requiring agents to switch between multiple applications throughout a call, contact centre functionality was embedded directly within the CRM, enabling teams to manage customer and supplier engagements from a single interface.
When calls are received, intelligent skills-based routing ensures callers are connected to the most appropriate agent based on the nature of their enquiry. At the same time, caller ID is used to automatically surface the relevant customer or supplier record within Salesforce, providing immediate access to previous interactions, case information and supporting data.
To further enhance visibility and quality management across the Customer Service Centre, Cinos integrated Eleveo’s suite of recording and analytics services into the solution. Every customer interaction is recorded and transcribed, with AI-generated summaries, key details and call actions captured and made available directly within Salesforce. This gives agents a complete record of each engagement while reducing the need for extensive note taking and post-call administration, enabling them to return to the call queue more quickly.
The benefits extend beyond frontline agents, with the Eleveo integration providing GCA supervisors with a far more comprehensive approach to quality management and service improvement. With an average of 600 incoming calls and 500 outbound calls each week, traditional sampling methods make it difficult to identify recurring issues, monitor compliance consistently or gain a complete view of the customer experience.
Through Eleveo’s speech analytics capabilities, GCA can evaluate 100% of contact centre interactions, providing far greater visibility than would be possible through manual review alone. Features including automated call scoring, sentiment analysis, speech analytics and full-text transcript search deliver valuable insight into both customer needs and operational performance, enabling GCA to identify trends, uncover coaching opportunities and drive continuous improvement across the Customer Service Centre.
Alongside the technology deployment, Cinos provides a fully managed service, supporting GCA through regular service reviews, ongoing optimisation and the introduction of new capabilities as requirements evolve. This collaborative approach ensures the platform continues to develop in line with operational priorities, enabling the organisation to maximise value from its investment while creating a roadmap for future innovation.
The Benefits
Simplifying the Agent Experience
The integration between Salesforce, Webex Contact Center and Eleveo has created a more streamlined working environment for GCA’s Customer Service Centre. Agents can manage customer and supplier interactions from within Salesforce, eliminating the need to switch between multiple applications throughout a call. Eleveo’s transcription and AI-powered summarisation capabilities further reduce post-call administration, enabling agents to complete wrap-up activities far more efficiently and return to the call queue quicker, helping reduce waiting times across the Customer Service Centre.
Delivering More Personalised Customer Service
The new solution enables GCA to deliver a more informed and personalised service to customers and suppliers. When a call is received, customer records are automatically surfaced using existing caller information, providing agents with immediate visibility of previous interactions, case history and supporting data. Combined with intelligent skills-based routing, this helps ensure enquiries are directed to the most appropriate agent, reducing delays, improving continuity across engagements and contributing to a more consistent customer experience.
Enhanced Operational Insights
By analysing 100% of contact centre interactions, Eleveo provides GCA supervisors with far greater visibility across customer engagements, delivering insights that would be difficult to achieve through traditional sampling methods alone. Features including speech analytics, sentiment analysis, automated scoring and transcript search help identify recurring trends, uncover coaching opportunities and support compliance monitoring. Combined with workforce optimisation capabilities within Webex Contact Center, GCA can take a more informed approach to service improvement, resource planning and operational efficiency.
A Trusted Partner for Long-Term Success
Underpinning the partnership, Cinos provides an ongoing managed service to ensure the long-term success of the platform. Dedicated Service Delivery and Customer Success resources work closely with GCA through regular service reviews, stakeholder training, roadmap planning and ongoing initiatives such as integrating contact centre analytics into GCA’s wider Power BI reporting environment. This collaborative approach continues to drive service evolution, helping the organisation maximise value from its investment and take advantage of new capabilities as they become available.
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The new platform has transformed the way our Customer Service Centre operates. Agents now have access to the information they need within a single environment, helping reduce administration and improve efficiency, while richer reporting and analytics provide valuable insight into how we continue to develop our service. Combined with the ongoing support and engagement from Cinos, we’ve established a platform that not only meets our current requirements but can continue to evolve alongside the organisation. |
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Naomi Robbins,
Head of Customer Channels, Government Commercial Agency. |
The Technology
Webex Contact Center
Cisco Webex Contact Center provides the cloud-based foundation for GCA’s Customer Service Centre, enabling agents to support customers and suppliers across a multi-site, hybrid working environment. Integrated with Salesforce, the platform brings together telephony, customer information and business processes within a single workspace, helping streamline operations, improve efficiency and ensure enquiries are routed to the most appropriate agent. Its flexible architecture also provides a scalable foundation for future service development and innovation.
Eleveo Recording and Analytics
Eleveo provides the intelligence layer behind GCA’s customer service operation, transforming customer interactions into actionable insight through advanced recording, analytics and quality management capabilities. Every interaction is captured and transcribed, providing a valuable source of operational insight while supporting compliance and service improvement initiatives. Features including AI-generated summaries, speech analytics, sentiment analysis and automated scoring help GCA gain deeper visibility into customer interactions, identify emerging trends and continuously improve the quality and consistency of the service provided.
