The adoption of the Interactive Intelligence Customer Interaction Center system is expected to improve Townsville City Council's customer service centre by capturing and managing all customer communications, whether that is via voice, email, fax, SMS, social media, or good old fashioned face-to-face conversations.
It includes the usual call centre capabilities, including automatic call distribution, interactive voice response, unified messaging, and integrated call recording.
The software will also allow improved workforce management at the city's call centre, including the use of remote agents.
"CIC will provide the critical backbone in our ability to automate forecasting and obtain real time data enabling us to have the right level of agent support across all channels," she added.
"Team leaders how have visibility of their people at any given instance and can be view in real time the number of calls coming in, the grade of service being experienced, and how many customers are waiting enabling them to automatically amend staff support in real time."
The contact centre handles an average of 800 inbound calls each day and around 200,000 calls annually.
Call volumes peak during periods of emergency - 3,000 calls were received in one day during Cyclone Yasi in 2011.