Amillan has been awarded a contract to deliver a new multi-channel contact centre solution based on Enghouse Interactive’s EICC platform for two ForViva group members, City West Housing Trust and Villages Housing Association.
Multi-channel capability will give tenants greater choice in how they engage with City West Housing and Villages Housing, with seamless telephone, email, SMS, live webchat and social media communication channels all supported by the EICC platform.
The Amillan solution will also enable more efficient contact agent management and improvements in service quality via integrated call and screen recording, speech analytics and Teleopti workforce management modules.
Matt Jones, director of customer operations, ForViva, said, “We decided that an all-in-one, multi-channel contact centre system would enable improvements in our service delivery and extend tenant access via a range of multi-media channels.”
