CallTime unifies Kiama communications

"The biggest feedback was that in future they'd probably dictate the feature functionality to the client more," Roberts said.

By doing this, employees used to traditional technologies could gradually absorb the unified communications solution and get up to speed with the newer technology.

As a result of the unified communications solution Kiama Municipal Council has been able to leverage an informal call centre - on a monthly rental plan - to enhance the way it communicates with local constituents.

Instead of calling each department separately, Kiama residents are able to access all of their council information through one centralised number.

Ongoing Support

CallTime is also providing ongoing support and maintenance as part of the six year agreement with Kiama Municipal Council that was kicked off by the initial solution.

Every month the council pays for their required features as part of a packaged service, much like a Software-as-a-Service (SaaS) arrangement.

"As part of the agreement we have to provide ongoing support and maintenance," Roberts said. "But we also have to keep the software up to the very latest version, so proactive quarterly system maintenance is bundled into the deal."

For Kiama Municipal Council, this means it can keep software up to speed over the next few years without having to search for updates and patches. As the council workforce becomes more familiar with the unified communications solution, they should be able to enhance the level of service they provide their residents.