Interactive Intelligence was selected by the Council, following a tender process administered by PABX Advisory Services Pty Ltd for the GCT-T5 Tender.
The solution forms part of the council's investment in IP telephony, associated services and infrastructure.
John Rushton, communications and electrical manager at Shoalhaven City Council, said, this includes new optical fibre cabling and a data network upgrade.
According to Rushton, CallTime Solutions will connect 680 business users and contact centre employees over six sites in its initial phase of implementation.
These include two main administration offices in Nowra and Ulladulla, the council library, regional tourist centre and two council depots.
"In the second phase, CallTime Solutions will be deployed across smaller sites on a cost-benefit basis," he said.
"[It] will also be deployed for contact centre and business users at the Shoalhaven Emergency Operations Centre and regional Rural Fire Service."
According to Rushton, CIC will be hosted in a Sydney data centre and will connect through to all council sites in Nowra via a 10Mb microwave network link and an intra-council Virtual Private Network.
"CIC replaces the council's 12-year old GPT-Plessey PABX system which was increasingly difficult to support and had limited contact centre functionality to scale with customer demand for council services and the region's overall population growth," he said.
"[It] will also integrate with the council's existing MERIT CRM system while the solution's built-in call and screen recording, supervisory monitoring and agent screen pop-ups will enable the council to track each call."
Rushton claimed the Council plans to complete deployment by the end of March this year.
"The architecture's in-built redundancy will provide us with business continuity enabling us to route calls to different locations in times of emergencies," he said.
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