Town of Pelham upgrades phone system to include voice activation

FOR IMMEDIATE RELEASE
February 27, 2020

Pelham, ON – On Friday, March 6, the Town of Pelham’s new voice-driven software will allow callers the ability to speak the name of the person, department or location they’re trying to reach.

This feature provides callers an immediate line to the right destination, enhancing and providing efficient customer service to residents.

“It’s a small change, but one that will ease the process of calling Town Hall, especially if you know exactly who you’d like to speak with,” said Mayor Marvin Junkin. “Providing exceptional customer service is something we pride ourselves on and we hope this implementation continues to do that for the residents of Pelham.”

Callers will be greeted with a system prompt asking to say the first and last name of the staff member they would like to reach. If callers are not sure whom they would like to reach, they can say ‘Operator’ and the system will transfer their call to the Town Hall main reception, where a staff member can then transfer the call to the correct destination. 

The system also enables alias dialing, which refers to common or key words that you would typically find in municipal government. For example, if you say ‘Mayor’ or ‘Fire Chief’ the system will transfer your call to the proper individual. For quick transfer to the Meridian Community Centre, you can say ‘MCC’ or ‘Community Centre’.

In addition, callers can also dial via department name. This will route the call to the administrative assistant of the department and the call will be handled re-directed to the correct staff member.

At any time during the system prompt, if callers know the extension of the person they want to dial, they can enter it in at any time.

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For more information, please contact:

Marc MacDonald
Communications and Public Relations Specialist
905-892-2607 x309
mmacdonald@pelham.ca