Worthing Homes has retained its incumbent telephony supplier following Britannic Technologies’ successful implementation of a new Mitel-based infrastructure. The system went live in January 2011.
Following a ‘mystery shopper’ exercise to measure customer satisfaction, Worthing Homes realised that its 10-year old system wasn’t providing the functionality nor the reporting needed. An independent review suggested that the housing provider should replace its existing Britannic system with a contact centre solution, with a key requirement that the new system could support Worthing Homes’ mobile and on-the-road agents and integrate them with the main system. The review also proposed call-recording and call-logging capabilities.
As an existing supplier Britannic recognised that while a contact centre solution would provide the necessary functionality, budgetary requirements demanded an alternative solution that would be more effective, transparent, and tailored to Worthing Homes’ needs.
Alternative system saves 40%
Stephen Wallace, ICT manager, Worthing Homes, said, “Once we had received the initial tender responses, it was clear that the contact centre option was going to cost around twice what we were hoping to pay. Britannic found a way of ticking all of the boxes, but in an affordable manner.
“By working with Britannic we saved 40 per cent of our proposed expenditure on the contact centre solution so we could redirect this funding into significant added-value products that were more suited to meeting our business objectives.”
The Britannic solution was based around a Mitel system, with dynamic extension and mobile twinning capabilities to allow mobile and on-the-road agents to be fully contactable at all times via their mobile phones being twinned with their personal extensions.
The Mitel system was supplemented by a 15-channel voice recorder to record all in- and outbound calls, with the dynamic extensions allowing mobile calls to be routed, and therefore recorded, through the Mitel controller. The final part of Britannic’s solution included call-logging and reporting functionality for up to 100 users.
Following pre-implementation programming of the Mitel system at Britannic’s offices, the system went live in January 2011 during normal working hours with minimal disruption to Worthing Homes’ staff. The entire infrastructure is now maintained by Britannic and monitored through a Briportal, Britannic’s own secure VPN device for real-time remote access to its customers’ hardware and applications.