Advanced Unified Communications Cloud Migration

Driving 50% Cost Savings for Local Government

50%

Cost Reduction

Materially reduced total expenditure on unified communications technology and hardware support.

100%

Cloud Transition

Successfully migrated a legacy 100% on-premise infrastructure to a fully resilient cloud ecosystem.

4 Weeks

Rapid Launch

The core contact centre solution was deployed and operational within a four-week timeframe.

July 2024 – July 2025

Local Government – Amazon Connect; Cloud Migration; Unified Communications (MS Teams)

About Client

Our client is a Western Australian local government authority providing essential services, public infrastructure management, and community support to thousands of residents.

The Opportunity

Relying on legacy telephony infrastructure, the client struggled with limited functionality and high maintenance costs. They required a modern, scalable solution to revolutionise community service outcomes while reducing the complexity of managing physical hardware across the organisation.

Our Solution

Contacx executed a comprehensive two-phase migration strategy.

Phase 1: We launched a foundational Amazon Connect solution for the core contact centre and main switchboard enquiries. This included Azure AD SSO integration, automated emergency flows, and virtual hold functionality to improve the resident experience.
Phase 2: To eliminate physical hardware dependencies, Contacx designed and deployed a migration to Microsoft Teams Phone, integrated tightly with the Amazon Connect environment. This unified communication (UC) approach ensures that even non-contact centre staff benefit from modern cloud telephony.

The Conclusion

Upon completion, the client will possess one of the most advanced UC solutions in Australia. Beyond the 50% reduction in spend, the foundational work has cleared the path for upcoming innovation projects, including QnABot for automated community enquiries and integrated payments for secure council transactions.