Housing Associations need reliable and secure communication tools to enable interaction with employees, tenants and suppliers. Converged Communications – the convergence of voice, video and data over Internet Protocol (IP) – provides new ways for organisations and people to communicate and work together, which reduces costs and improves efficiency.
Many organisations migrate to IP-based networks to take advantage of the cost savings gained from converging voice and data traffic onto a single network structure. We can build converged networks that will manage service availability and traffic prioritisation requirements when running voice, video and data traffic across one network.
We can provide Housing Associations with secure, robust and resilient networks with quality of service as a foundation to converged communications. Our understanding and delivery capability in all aspects of converged communications combined our knowledge of network architecture and IP technology makes us the ideal choice Housing Associations considering convergence.
We can help you exploit the advantages of voice communication over IP, and cost-effectively migrate from legacy technologies such as TDM, Featurenet and Centrex to IP Telephony.
Following a stringent tendering process to replace South Staffs Housings old telephone system, Central Telecom (Vodafone Unified Communications Group) was awarded the contract to provide an IP telephony solution based upon the Avaya Communication Manager for South Staffs Housing.
South Staffs Housing’s ICT team, who were responsible for managing three offices with disparate telephone systems, but with a common back office services, liked the flexibility and cost effective resilience offered by the Avaya solution. The Avaya platform provided them with a centrally managed and resilient platform at the core allowing them to consolidate applications, sharing human resource at each location.
As the Housing Association had grown by acquisition the Customer Services Team (CST) found that they had an increased range of responsibilities to their tenants. They needed to measure how effectively they were dealing with the variety of customer contacts and a solution that would help to forecast staffing levels required for extremely busy periods. They also required a solution that would reduce client wait time but allow them to effectively route different types of calls based on agent’s skill sets.
Our solution was to provide South Staffs Housing’s CST with the Avaya Call Management System (CMS) with Elite agents and since then the number of complaints within the contact centre has reduced by a third and wait times for tenants has been reduced by over thirty seconds…….
