Purpose-built Customer Request Management tools for Australian local government — reduce wait times, empower agents, and deliver more with less.
![[background image] image of logistics control room (for a trucking company)](https://cdn.prod.website-files.com/69a5f083cac62d12b132a191/69bb24bd7f9301d36c9e6ea2_cde379c9-be37-4846-9ea7-11f8ad787381.avif)
![humanitarian aid call center [interface]](https://cdn.prod.website-files.com/69a5f083cac62d12b132a191/69a6087d44acb3a6a9a8d758_ddf87506-351a-45c1-98f6-6c244ff6bf0a.avif)
Long wait times, repeated questions, and disconnected systems erode resident trust. Symphony3 eliminates the friction — giving agents everything they need to resolve enquiries faster, and giving residents a better experience.
Lower average wait times for residents
Saved per agent each month by eliminating multi-step processes
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Holistic resident view allowing agents to see the full picture the moment a call connects — caller ID, CRM history, rates history, and past interactions — so every conversation starts informed, not from scratch.
Seamless transfer with context when a call is transferred between departments, the resident's full interaction history travels with it. No repeating themselves, no lost context.
Flexible architecture that isn't tied to any single technology vendor, giving councils the flexibility to adapt their contact centre stack as needs change — without costly migrations or renegotiated contracts.
Built on Microsoft Teams - everything runs within the Teams environment councils already use — no new platforms to learn, no parallel systems to manage.
Language support with 22% of Australians speaking a language other than English at home, instant access to resident profiles and history helps agents navigate language differences faster and more accurately.
Integrates to council software with native connections to Civica Authority, Infor Pathways, and Technology One. Means agent workflows are tied directly into existing council systems, not bolted on top.
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