Connexus has standardised its operations on a contact centre and telephony platform from Enghouse Interactive, with support implementation support from Voyager Networks. Connexus was formed from the 2017 merger of Herefordshire Housing and Shropshire Housing.
Before the merger, both Herefordshire Housing and Shropshire Housing had their own contact centres and telephony systems. After reviewing the situation, Connexus decided to standardise on the Enghouse Interactive Communications Center (EICC) from Enghouse Interactive.
Adam Huselbee, group head of ICT, Connexus, said, “We were impressed by EICC’s ability to act as an operational hub within our contact centre, seamlessly supporting the omni-channel capability we need. We liked the intuitive TouchPoint user interface and saw Enghouse’s ability to provide a single point for all call recordings as a key differentiator, helping to reduce costs and increase convenience fro both us and our tenants.”
Working with Voyager Networks on the technical implementation, Connexus deployed EICC at its three main sites, together with the Enghouse Interactive Quality Management Suite (QMS) for call recording and quality monitoring.
Connexus is now using EICC to interact with its tenants through social media, phone calls and emails as well as for call wrap-ups. Most interactions are inbound around tenants’ queries but Connexus also uses EICC for outbound interactions, often in response to issues highlighted by social media monitoring and sentiment analysis.
Huselbee said, “Implementing the Enghouse platform across our three main sites has made any changes that might be needed to the system much easier to achieve. Call recording is less complex too because there’s now a single point where recordings are saved onto the system rather than the multiple gateways used before.
“By leveraging the analytics and insight EICC provides, we have gained better insights into how we interact with tenants, as well as the ways in which our tenants want to interact with us. We also have a birds-eye view of metrics and can ‘slice and dice’ the data in a range of ways, such as call queuing, how many calls the contact centre has processed, how many calls have been answered or dropped, and monitoring our KPIs.”