Aspire Housing has implemented a remote contact centre solution in just two weeks in order to allow its staff to work from home during the pandemic. Aspire worked with Social Telecoms, Alysium Consulting and 8×8 to design and deliver the system.
Grant Sharman, group director of ICT, Aspire Housing, said, “We’ve undertaken a large-scale change programme over the last 12 months to enable our workforce to be agile and to migrate all our services to the cloud. The telephony platform from 8×8 was the final piece in the jigsaw to support this.
“This was originally planned to start in April and run through to the end of June, but when the pandemic hit, we were still left with some staff having to commute to the office to provide essential services to our customers.
“Through remote collaborative working between Aspire, Alysium Consulting, Social Telecoms and 8×8, we managed to complete the implementation in an unbelievably short period of time. We can now provide the same excellent service while knowing that our contact centre colleagues are safe and well working from home.”
Alysium Consulting helped Aspire with the specification, procurement and selection of a new cloud telephony and contact centre solution. This led to the partnership with Social Telecoms, the top-ranked supplier on Procurement for Housing’s telecommunications framework, and 8×8, a leading cloud communications provider.
John Clarke, director, Social Telecoms, said, “Aspire had to adapt quickly to reach a solution so the project was refocussed to deliver a flexible cloud solution so that Aspire’s contact centre services can be delivered from anywhere with internet connectivity, resulting in 100 per cent of Aspire’s contact centre advisors now working from home.”
Stephen Repton, lead consultant, Alysium Consulting, said, “The way that Aspire and its partners have worked together and responded to the pandemic has been nothing short of remarkable.”