Multi-Channel Contact Centres give tenants the ability to contact Housing Associations through their preferred method, whether this is by telephone, fax, email, or the internet, always receiving a consistent, well-informed service.
Our Public Sector solutions enable you to route contacts to the most appropriate site or agent in a way that’s seamless and invisible to your tenants however they choose to contact you.
We can help you to transform your Call Centres into true Contact Centres by seamlessly blending IP and traditional voice technologies over your existing communications infrastructure: email, web chat, voice calls and voice mail consolidated into virtual queues at an agent’s desktop.
Our solutions help facilitate the rapid deployment of new applications, improve customer service across your distributed operations, and support the flexible working requirements of your staff, skilled employees, irrespective of their actual location, can form part of a virtual network of experts, set up to optimise citizen service.
Return on investment is easier to provide by deploying one network and one infrastructure, using economies of scale to reduce investment and management costs. We can also offer a range of hosted solutions, which remove the constraints of capital expenditure and provide operational flexibility and agility.
The main reasons that Family Housing chose an Avaya platform was because of the contact centre functionality they required. Their existing solution did not allow them to route calls based upon agent skills. There was no real time reports and so they were unable to ascertain if they were meeting internal KPI’s, and they had no way of knowing how long callers were waiting or how many calls were being lost.
Research also uncovered the fact that younger Family Housing were beginning to contact them through a variety of different methods including email. This was causing the group a real problem as they only had one email address, with one inbox which was checked at the end of each day. Someone would respond in due course and the group had no way of monitoring this interaction.
Central provided Family Housing with an Avaya CMS (Call Management System) with Elite agents for skills based routing along with Contact Centre Express integrated to Outlook. This solution allowed them to route the email to an agent who could deal with it as if it were a call and more importantly the supervisor who is able to monitor all aspects of communication across the contact centre.
