Client story Insight assists yourtown in gen-next, AI-enabled D365 contact centre solution

Facts at a glance

• High volume of inbound calls:  In 2024, yourtown responded to over 130,000 contacts, an indicator of the importance of having a helpline for youth and kids in need, built to serve the community effectively. 
• AI-Enabled Contact Centre: yourtown partnered with Insight to implement a cloud-based, AI-powered Dynamics 365 Contact Centre. This solution aims to enhance counsellor productivity and provide seamless support to at-risk youth. 
• Increased Productivity for counsellors: With features like specialised clinical notes summarisation, yourtown was able to save up to 10% of counsellors time on wrap-up, leading to increased efficiency and boosting mental wellbeing. 

Client industry

Family services

Challenge

yourtown faced significant operational challenges with their outdated contact centre system, which was disconnected from other systems and platforms. This disconnection caused productivity issues and hindered counsellors' ability to provide timely and effective support to young people in need. To address these challenges, yourtown needed a resilient, cloud-based contact centre that could support remote counsellors, scale with expansion plans, meet emergency call routing requirements, and alleviate administrative pressure on staff. 

Solution

To address the operational challenges, yourtown partnered with Insight to implement a next-generation, AI-enabled Dynamics 365 Contact Centre. This cloud-based solution supports remote counsellors, scales with expansion plans, meets emergency call routing requirements, and alleviates administrative pressure. Key features include specialised clinical notes summarisation using OpenAI, which enhances counsellor productivity and wellbeing by saving time and improving record accuracy. 

Results

The implementation of the AI-enabled Dynamics 365 Contact Centre significantly improved yourtown's operations. Counsellors now benefit from enhanced productivity and wellbeing, thanks to features like OpenAI-powered clinical notes summarisation, which saves up to 10% of their time per call and ensures accurate records. The new system supports over 200 agents across multiple states, enables flexible remote work, and maintains high standards of care, allowing yourtown to expand its services and better support vulnerable young people. 

Area of expertise

Generative AI and Business Applications 

Download the client story

yourtown has teamed up with Insight to harness the power of a cloud-based contact centre powered by AI to eliminate productivity challenges, enhance counsellor experience and create a seamless, end-to-end helpline solution to support at-risk young people reaching out for critical mental health support and advice.

The journey began with a critical technological imperative for yourtown: the transition to a next-generation Dynamics 365 Contact Centre as a Service platform. Microsoft, recognising the high stakes and the novelty of the technology – a global first – turned to Insight as their trusted local partner. Insight’s deep expertise in Dynamics and demonstrated ability to successfully implement end-to-end solutions in lockstep with Microsoft, stood out as a clear differentiator. This foundational project, a year preceding the AI initiative, laid the groundwork for a strong and collaborative partnership focused on empowering yourtown’s essential services.

Empowering the yourtown mission

In order to deliver on its mission, yourtown recognised that it needed to modernise its Client Services contact centre by migrating away from its existing platform - a system that was disconnected from all other systems and platforms within yourtown, causing operational issues that impacted the counsellors’ ability to focus on providing the best advice and support. Given the sheer volume of calls and yourtown’s goal to accelerate reach and support to callers, the organisation needed a resilient, cloud-based contact centre that could support remote counsellors, scale according to its expansion plans, meet emergency call routing legislative requirements, and alleviate growing administrative pressure on staff.

"Our partnership with Insight has been invaluable because they truly understood our mission to meet young people where they are. This deep understanding, coupled with their commitment to empower our mission with AI, has resulted in a modern contact centre solution built on a foundation of our actual needs, empowering our team to focus on what matters most - providing vital support and guidance"

Tracy Adams, CEO, yourtown 

Implementing the solution

yourtown is a national service, and receives calls for support from all over Australia, 24/7. As a result, they have a highly complex telephony setup and routing logic based on location, availability and skill, that required their existing Session Border Controller (SBC) to be imported into Azure to ensure a seamless transition from their existing solution to Microsoft Contact Centre. Insight’s experience and capabilities within the network and telephony domain has allowed yourtown to continue to refine and enhance their SBC setup as their needs evolve.

With these foundations in place, yourtown and Insight are looking to the future and are actively delivering additional capabilities that support the experiences of counsellors and customers. Features such as:

• Specialised clinical notes summarisation using OpenAI to summarise 2-hour long voice conversations into industry specific medical formats.
• CRM transformation for their councillors and client service teams, replacing yourtowns legacy systems and reducing swivel chair for their councillors by leveraging Dynamics 365 & Power Platform.

The Dynamics 365 Contact Centre now enables yourtown to support more than 200 agents across multiple states, has inaugurated new centres, and offers flexible remote work without the telephony constraints of the past. With reliable routing and call-handling capabilities, yourtown has been able to expand its services, while maintaining the high standards of care that vulnerable young people rely on. Counsellors can decompress after conversations, knowing that critical details from the conversation have been securely captured and can be referenced at any time, by any counsellor with the organisation.

"Azure OpenAI dramatically accelerated our call summarisation, cutting development from months to weeks while perfectly meeting our clinical needs. By reducing counsellors call time up to 10% per call, and even catching missed details, this solution significantly boosted their wellbeing, productivity, and the quality of care provided."

Tom Clark, Head of Technology and Security, yourtown

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