Netcall secures up to £4.3m contract to transform digital access

Intelligent automation and customer engagement software provider Netcall has secured a £4.3m contract with Lancashire County Council to deliver a ‘digital front door platform’ that will reshape how residents and businesses access local services.

This multi-year partnership marks a significant step in the council’s digital transformation strategy.

The platform will provide a multilingual, seamless engagement experience across voice, social media, in-person, and digital channels designed to eliminate confusion over local government structures and better connect people to the services they need.

AI autonomous agents will support contact centre staff in answering customer queries, surfacing the right service routes and streamlining workflows so residents receive a smoother service and faster outcomes.

Netcall’s Liberty platform, which underpins the solution, combines AI, automation, and communications capabilities to deliver a cohesive, user-first experience.

With advanced AI-powered contact automation and AI autonomous agents, the platform can triage, route, and respond to queries in real time – helping residents access services faster while relieving pressure on council teams.

Features such as natural language understanding, intelligent chatbots, and workflow automation will enable Lancashire to manage growing demand efficiently without sacrificing accessibility or inclusivity.

Crucially, the platform also captures non-digital interactions, ensuring no resident is left behind as the council moves toward a more modern service model.

Over time, AI-driven insights will support continuous improvement of services, while automation will reduce administrative burdens and free staff to focus on more complex resident needs.

The council retains the option to extend the partnership up to 10.5 years, with future upgrades anticipated to support new technologies and organisational changes arising from policy reforms such as the English Devolution White Paper.

This win comes on the back of Netcall’s strong FY25 results, which saw the company post 23% revenue growth to £48m.

For more information on Netcall and the Liberty platform, visit: www.netcall.