Camden Council

The COVID-19 crisis and government requirements to move to the cloud exposed the limitations of the outdated platform, which did not provide the council enough flexibility for remote working conditions.

Camden Council stands as one of Australia’s fastest-growing local government areas, experiencing remarkable population and employee growth over the past 10 years with the team growing from 200 to 650 staff members. However, the council faced challenges in aligning its aging technology infrastructure to meet the evolving demands of a larger workforce.

Ericom recommended to maintain and evolve the council’s telephony system by designing enhancements to the new platform. This included resolving internal call transfer issues caused by the merger of two separate council offices into a single location, aiming to streamline internal transfers and improve communication within the council.

With local government responsibilities on the horizon, Ericom faced a short timeframe to complete the solution. Following Camden Council’s tender process, Ericom and Telstra initiated the transition by expanding the existing Microsoft Teams telephony and introducing a new cloud-based contact centre powered by Genesys. This approach ensured seamless integration of the new cloud platforms while preserving the council’s existing phone numbers, minimising community disruption.

Ericom and Telstra remain committed to maintaining and evolving Camden Council’s telephony system by designing enhancements to the new platform. Through a collaborative partnership with Ericom and Telstra, Camden Council has successfully transitioned to a new cloud-based Microsoft and Genesys platform.