Unified Communications Platform for Local Government

Phase 1 “Base Launch”

Deploy a foundational Amazon Connect solution for main support phone number enquiries and the core contact centre team. Key features included main contact flows with IVRs, out-ofhours IVR, emergency flows, text-to-voice, voicemail setup, virtual hold, and call recordings. In addition, a voicemail extension was set up for 20 City of Bayswater hard phone users, and 30 Quick Connects for high volume external transfers.

Phase 2 Advanced UC Roll Out (In Deployment)

Detailed design and deployment of the replacement of the City’s existing physical phone network. This replacement included the migration to Microsoft Teams Phone service, to remove the bulk of the physical handsets.
To achieve this, Contacx has worked closely with the City’s technology team and existing vendors to design a fully cloud UC solution that tightly integrates with Amazon Connect. Our advanced UC solution is highly cost effective, reducing existing hardware and providing a significant uplift in capability.

Future Phases “Optimisation”

Future phases include website live chat, QnABot, Contact Lens for call categorisation, TechnologyOne integration, PCI DSS integrated payments, and task automation.