Northern Beaches Council, an amalgamation of three former councils, looks after 266,000 residents and almost half the beaches in Sydney. It provides a wide range of community services, such as affordable childcare for growing families, road safety, health and municipal services, and community activities for the young and senior citizens.
The merger of three separate councils to become one entity required a unified contact centre platform that could promptly respond to residents who need assistance. The council’s legacy on-premises system and IVR-based solution were ineffective in handling high call volumes. So, it sought to leverage cloud technology to achieve greater operational efficiency.