CSC Key Systems Review

Project goals

Provision of an integrated customer communication solution to uplift Council’s customer service delivery through a modern, scalable omni-channel platform. The solution must support current channels including voice and email triage, while offering a clear technology roadmap to meet future needs and enable continual improvement. Key features include Microsoft Teams integration, AI-powered insights, sentiment tracking, and feedback collection, ensuring data-driven service enhancements. The preferred supplier will demonstrate capability to deliver both immediate requirements and future innovations, underpinned by robust cybersecurity standards and compliance.