Following an OGC procurement process, Freedom Communications has deployed a bespoke Alcatel-Lucent converged voice and data communications system at One Vision Housing Association for the housing provider’s contact centre and internal operations.
One Vision’s decision to review its communications systems was part of its commissioning of a new head office, as well as the need to maintain its publicly-stated promise of answering all calls within 60 seconds, and provide infrastructural support for new mobile and wireless solutions.
Freedom Communications was engaged for design, installation, project management, training and maintenance of a bespoke Alcatel-Lucent converged voice and data solution, including integration with Microsoft’s Office Communications Server (OCS). The new solution supports 250 One Visions users across three sites.
Graham Upton, infrastructure manager, One Vision Housing Association, said, “Freedom has ensured that we can manage our communications efficiently and deal with spikes in traffic. Moving forward, we will be able to integrate new communication channels.”
The new solution includes a centralised contact directory, a web-based tool to measure, plan and log call activity, call recording and a seamless link between the handset and the PC for telephony-enabled presence. The solution also provides skills-based routing and multiple information wallboards at One Vision’s 30-agent contact centre.