• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
Housing Technology logo

Housing Technology

Housing | IT | Telecoms | Business | Ecology

  • Free Subscription
  • Search Archive
  • Home
  • Research
  • Magazine
  • Events
  • Recruitment
  • Blog
  • On Demand
  • Contact
Home / Free Subscriber Access / Connexus standardises on Enghouse Interactive

Connexus standardises on Enghouse Interactive

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.”

See More On:

  • Vendor: Enghouse Interactive
  • Housing Association: Connexus Housing
  • Topic: Customer Management
  • Publication Date: 068 - March 2019
  • Type: News

Primary Sidebar

Most Recent Articles

  • Free cyber-defence tools from NCSC
  • Learning from history
  • Grand Union Housing gets connected with Aico HomeLink
  • The silences in the system: Predicting and preventing damp and mould
  • Looking back and to the future: Cyberthreats in social housing
  • Hyde signs repairs contract with Totalmobile
  • Fuelling high performance automation
  • Morgan Sindall’s Carbon Zero decarbonisation tool
  • An ethical approach to arrears
  • Housing and the ever-evolving workplace
  • Supporting residents with home safety risks
  • Less innovation & more service design at RHP
  • Ateb Group outsources IT help desks to Central Networks
  • Capital Letters partners with Evo Digital to tackle homelessness
  • Calico appoints M247 for digital transformation
  • 24/7 care requires 24/7 technology
  • Govtech trends for 2023
  • Are you ready for business process automation?
  • Lincoln council moves to the cloud with Civica
  • Why do IT business improvement projects fail?
  • Flagship and Ebrik launch augmented reality app
  • Following the golden thread
  • Setting the standard for carbon-monoxide protection
  • The business case for data
  • Digital twins – When, not if…
  • Using data to build communities
  • The cyber-security jigsaw’s missing piece – Managed detection & response
  • Cyber-security challenges in housing
  • Digitalising retrofits with SHDF & HomeLink
  • Tips for improving care and support

Footer

Housing Technology
  • Instagram
  • LinkedIn
  • Twitter
  • YouTube
  • Contact
  • Free Subscription
  • Book an event
  • Blog
  • Search All Articles
  • Research
  • Update Your Subscription
  • Privacy Policy

Welcome to the housing Technology – Trusted Information For Business Professionals in HOusing

Housing Technology is the leading technology information service for the UK housing sector and local governments. We have always believed in the fundamental importance of how the UK’s social housing providers use technology to improve their tenants’ lives.

Subscribe to Housing Technology to gain market-leading research, unsurpassed peer networking opportunities and a greater understanding of your role to transform your business.

Copyright © The Intelligent Business Company 2022 | Terms and Conditions | Privacy Policy
Housing Technology is published by the The Intelligent Business Company. A company with limited liability. Registered in England No. 4958057 | Vat Registion No. 833 0069 55.

Registered Business Address: Hoppingwood Farm, Robin Hood Way, London, SW20 0AB | Telephone: +44 (0) 20 8336 2293

htc23 pop banner