Broadacres Housing has taken the next step in its Salesforce-based digital transformation, with the implementation of Salesforce’s Service Cloud Voice in its customer contact centre, powered by Vonage Telephony.
Mark Birch, chief technology officer, Broadacres Housing, said, “We’re excited to see the benefits this transformation brings to our contact centre and the consequent improvements in customer experience. Having tenants’ records being automatically displayed when a known number calls our contact centre is a game changer.
“With our new 360-degree customer view, our agents can resolve tenants’ queries much faster. New features such as callback offers more choice for customers, and call transcription enables our supervisors to see conversations as they happen.”
Tom Lancefield, social housing lead (UK&I), Salesforce, said, “Having visited a number of housing providers’ contact centres, I’m fully aware of the challenges for both tenants and housing staff.
“With the AI-powered automation that Service Cloud Voice provides and the holistic visibility of our Customer360 platform, Broadacres Housing is well placed to meet the ever-changing needs of tenants while enabling agents to focus on delivering personalised services.”