Industries / Government
Uniden Voice for Government
Every enquiry is a service obligation and a record you have to keep.
Public sector call handling is judged differently to everything else. Volume is unpredictable, expectations are set by legislation and policy, and every interaction may need to be produced later.
Answers 24/7Genuine Australian voicesAustralian hostedCouncils to agencies
Every event
Your contact centreMon 9:30am
Officers on calls, all lines engagedRostered for normal, not for an event.Engaged
Resident reporting a fallen treeA safety issue, in a queue.22s48s74s99sMissed
Enquiry about a rates noticeSimple question, twelve minute wait.08s18s28s39sMissed
Calls answered. A queue the community will complain about publicly.
The bit nobody counts
Hold times become the story, whatever the service actually delivered
Public sector reputation is shaped disproportionately by access. A long queue becomes a complaint, a councillor question, or a media story, regardless of how well the underlying service performed.
1Volume is event driven and unstaffable. A storm, a policy change or a rates cycle can multiply call volume overnight, with no ability to roster for it.
2Most enquiries are genuinely routine. Bin days, opening hours, rates dates, permit processes. Enormous volume, no judgement required.
3Everything may need to be produced later. FOI, complaints, ombudsman reviews and audits all depend on records of what was said and when.
UNIDEN VOICE · ACCESS LEDGER
Illustrative only. Put your own numbers in.
Inbound calls per week4,800
Answered by officers3,360
Abandoned in the queue1,440
Share of those who were
purely routinex 0.60
Calls that abandoned in the queue per week864
Officer cost per routine call$9
COST PER WEEK$7,776
COST PER YEAR$404,352
Uniden Voice, per weeka fraction of that
Change the two highlighted lines to your own figures.
The arithmetic is the point, not our example.
That is officer time on calls no officer needed to take.
The arithmetic is the point, not our example.
That is officer time on calls no officer needed to take.
Six things every public sector team says out loud
You have said at least four of these this quarter
These are not phone problems. They are service access and accountability problems that arrive down a phone line.
01
You cannot roster for an event
A storm or a policy announcement multiplies volume with no notice, and no contact centre can flex that fast.
Unlimited simultaneous answering, so an event never creates a queue.
02
Most volume is routine information
Bin days, hours, rates dates, permit requirements. Huge volume, no discretion required.
Handled entirely by the agent, freeing officers for real matters.
03
Safety reports queue behind rates questions
A fallen tree and a billing question wait in the same line, which is indefensible.
Safety and urgent matters prioritised absolutely.
04
Accessibility obligations are real
Community members with varied needs must be able to access services by phone, reliably.
Answered immediately, at any hour, with clear and patient speech.
05
Records are an obligation, not a nice to have
FOI, complaints and reviews all require an accurate record of what was said.
Every call recorded, transcribed and logged, in Australian datacentres.
06
Reporting is demanded and hard to produce
Councillors and executives ask about service levels you cannot currently measure well.
Complete call data, including abandonment, as a matter of course.
Watch one of them get handled
7:50am after a storm. Both calls handled without a queue.
This is the call that used to sit in a twelve minute queue. Here it is being answered by a Uniden Voice AI phone agent, in an Australian accent, from what you told it about your services.
It sounds like it is from here. Genuine Australian voices, clear and patient, not a call centre accent.
It knows your services, not your discretion. Bin days, hours, fees, forms, processes and where to lodge things. It does not make determinations.
It prioritises safety absolutely. A hazard report reaches an officer immediately, ahead of everything else.
It records everything onshore. Which is what an FOI request, a complaint or an audit will eventually need.
Uniden Voice AI Agent Live on line 100:43
AgentGood morning, you have called Barrowdale Council. How can I help?
ResidentThere is a large tree branch down across the footpath on Ellery Street. It is blocking the whole path.
AgentThank you for reporting that. Because it is blocking a footpath I will treat it as a safety matter. Is it affecting the road or any power lines?
ResidentNot the road, and I cannot see any wires involved.
AgentUnderstood. I have logged a hazard report for Ellery Street with those details and it is going to the works team now with a reference number. Can I take a contact number in case they need to reach you?
ResidentYes, it is oh four one one, two two two, three three three.
AgentThank you. Your reference is HZ four four nine one, which I have texted to you along with an expected response time.
What happened before the contact centre opened
- Answered immediately with no queue, during an event period
- Triaged as a safety matter and checked for road and power involvement
- Hazard report logged and dispatched to the works team with a reference
- Reference number and response time texted to the resident
One number, an organisation behind it
A hazard report should never queue behind a rates question
Publish one number. Behind it, safety matters are prioritised, routine information is handled without an officer, and everything is recorded.
Live call being routedOverflow and after hours to the AI agent
Demand peaks
Storms, rates cycles and policy changes are all unstaffable
Public sector call volume is event driven. A storm, a rates notice cycle or a policy announcement multiplies demand within hours, and no roster can absorb that.
An AI agent answers unlimited simultaneous calls, so an event does not create a queue at all. Officers handle the matters that need discretion, and the community stops waiting on hold.
Inbound calls across a service yearshape, not scale
What your officers can realistically answer Overflow the AI agent picks up
Illustrative shape based on typical Australian council cycles. Your own curve depends on your services and region.
It plugs into what you already run
Your phone should know which matter is calling
Uniden Voice connects to more than a thousand apps and offers open APIs, so a call can arrive with the resident, their property and their open requests attached rather than just a number.
SalesforceHubSpotXeroZohoMondaySlackGoogle Business ProfileGoogle DriveMicrosoft OneDriveOpen APIs for the rest
01 · ON THE RING
Screen pops before you say hello
The caller's name, their history and their open request appear on the handset or in the app as it rings, so the first thing out of your mouth is their name and not "who am I speaking with".
02 · DURING THE CALL
Click to call from anywhere
Ring a resident straight from the record in your records or customer request system, without ever typing a number. Fewer wrong numbers, and every call logged against the right file automatically.
03 · AFTER THE CALL
Notes that write themselves
Recording, transcript, AI summary and the next action land in your CRM or your shared drive. Nobody has to remember what was promised on a Friday afternoon.
Why Uniden, and not the other twelve
An Australian owned, Australian hosted platform, which is usually a requirement
For public sector procurement, sovereignty is rarely optional. Very few AI phone platforms are Australian owned, Australian hosted and Australian supported end to end, and almost none are backed by a brand that has been here since 1966.
Onshore, end to end
Designed and built in Australia, hosted in Australian datacentres, and supported by Australians you can actually get on the phone. Your customer conversations do not leave the country.
An accent that lands
The AI answers in a genuine Australian voice. It matters, because a caller who thinks they have reached an offshore call centre hangs up before you get the chance to help them.
Sovereign by default
Calls, recordings and transcripts stay in Australian datacentres, on an Australian owned platform, supported by Australians. Community conversations never leave the country.
One provider, one bill
Keep your numbers including 1300 and 1800, and take the NBN connection from us too. Fewer vendors to chase when something goes wrong at the worst possible moment.
Straight answers
The questions councils and agencies ask us first
Will the AI make determinations or give rulings?
No, and we configure it explicitly not to. The agent provides published information and lodges requests. It does not exercise discretion, interpret policy, or make any determination that belongs to an officer.
Anything requiring judgement is routed to the appropriate team with the enquiry already captured, which shortens the officer's work rather than replacing it.
Is the platform Australian owned and hosted?
Yes. Uniden Voice is Australian owned, hosted in Australian datacentres and supported by Australians. Calls, recordings and transcripts stay onshore rather than being processed offshore, which is usually a procurement requirement rather than a preference.
We can provide the detail your procurement and information security teams will need to assess it properly.
How does this support FOI, complaints and audit?
Every call can be recorded, transcribed and logged with a timestamp and an outcome, which is considerably better than the notes a busy officer takes. You control retention periods and access.
Most organisations find the record keeping improvement is as valuable as the capacity increase, because it makes responding to a complaint or a review a search rather than an investigation.
What happens when the AI cannot help?
It hands over, and you decide where. Anything requiring a determination, any complaint, and any media enquiry can go straight through to a person, to a specific queue, or to a manager's mobile.
The caller is not asked to repeat themselves either. Whoever picks up gets the context the agent already gathered. Outside hours the agent takes the details, sends an SMS confirmation and queues the callback.
We run more than one service centre. Does it handle that?
That is where it earns its keep. You advertise one number and we route behind it: by service centre, by time of day, by queue, with overflow so a call at a flat out service centre rings somewhere quieter instead of ringing out.
Each service centre can keep its own greeting and its own direct number as well. Reporting rolls up across all of them, so you can finally compare how each one handles its phone.
Do I have to change my phone number?
No. Number portability is standard, including 1300 and 1800 numbers, so the number on every published service and department number and on years of Google results stays exactly as it is.
We port it across and plan the cutover around your hours, not ours.
What happens if the internet drops?
Calls keep flowing. The mobile app keeps working over 4G and 5G, so your people can answer on their handsets while a site connection is down, and call flows can be set to divert to mobiles automatically.
You can also take your NBN service from Uniden Voice, so the connection and the phone system are one provider with one support number, instead of two companies each suggesting the problem belongs to the other.
How long does it take to get running?
A single site can be live quickly, because the apps need no hardware and the handsets arrive ready to plug in. The part worth doing properly is the call flow and the AI agent's knowledge of your business, and we build that with you rather than handing you a manual.
Number porting is the one step with an external timeline, so we usually run your new setup alongside the old line until the port completes. The community is never without a number that answers.
Now You're Talking
Answer the community without a queue, and keep the record
Book fifteen minutes. Show us how public enquiries reach you today, and we will show you the version that survives a storm.
1300 881 662 · info@unidenvoice.com · www.unidenvoice.com