Transforming Resident Services: How Oxfordshire County Council Modernized with Zoom Contact Center

Discover how Oxfordshire County Council revolutionized its customer experience by partnering with Zoom to deploy the Zoom Contact Center and Zoom AI Companion. Facing outdated technology and rising resident expectations, the council sought a digital-first solution that balanced innovation with accessibility. In this video case study, Clare Martin (Quality & Performance Manager) and Richard Merritt (Service Delivery Manager) share how the council: Transitioned from legacy systems to a unified Zoom Contact Center platform Leveraged AI and analytics to personalize resident interactions and improve efficiency Used real-time data insights to tailor services and enhance satisfaction Built a true partnership with Zoom to deliver services beyond the traditional 9-to-5 Learn how Oxfordshire County Council is shaping the future of local government digital transformation—empowering residents to connect how and when they want.