The City of Adelaide’s (CoA) Customer Call Centre requires a replacement for its current call centre software system. CoA’s telephone system is a critical component of all business processes that serve our customers and is used by areas such as the Customer Service Centre, and the London Road Depot. The replacement system must be a SaaS solution that fully complies with the established CoA ICT Technical Standards, and provides automated distribution of communication channels, secure card payment meeting PCI-DSS standards and integration with MS Teams, AD and CRM.