Flagship Group is just about to implement a new system from Enghouse Interactive for its contact centre to pull all forms of tenant communications together in the same place. At the moment, the housing provider faces a conflict between the need to offer tenants more options for how they interact with Flagship and the disparate, siloed systems being used to handle the traffic.
The Enghouse Interactive platform will allow multiple channel customer contacts to be integrated. Contact centre staff will be logged onto different channels, so all interactions will appear on one screen. Regardless of whether it is telephone, email or live chat, they will receive the same level of priority.
Flagship said that it expected the new software to result in more efficient routing for reduced waiting times and fewer abandoned contacts, improved reporting and data analysis, seamless omni-channel service and greater productivity overall from its contact centre staff.
Matt Brazier, director of IT, Flagship Group, said, “We are really excited about introducing the new Enghouse communications platform. It means that we will be able to handle multiple communication channels from our customers more efficiently which in turn means they can do business with us however they want – face-to-face, by phone or digitally.”