A municipality answers hundreds of requests: public works, planning, recreation, the library, after-hours emergencies. Our platform helps every call reach the right person, and every resident stay informed.
Directing each call to the right department
- A virtual receptionist offers the departments (public works, permits, recreation…) and routes the call, in French or English.
- Schedules and holidays specific to each department, with a different message or destination outside opening hours.
- An after-hours emergency or public works line, routed to the person on call.
Keeping residents informed
- SMS for useful notices: waste collection, street closures, service interruptions, deadline reminders.
- Consent is managed by the platform: each resident can accept or refuse to receive messages.
A resident service line
- Queues for busy periods, with a callback to the resident when their turn comes instead of a long wait.
- Statistics to measure response times and plan staffing.
- Recordings and transcripts to document complaints and requests.
Teams in the field
- Softphones for field employees, inspectors and public works crews.
- The Microsoft Teams integration for teams that already work in Teams.
Information to protect
Per-user permissions and an audit history of access: see our page on Bill 25 compliance.
Let’s see what Florence can do for your organization.