GCI has won a Skype for Business contract with Shelter. The housing and homelessness charity will use the latest cloud technology to run a more flexible contact centre to help the 60,000 people that call every year for help with their housing needs.
Stuart Moore from Shelter said, “Staffed by just 30 housing advisers, we spent an average of 25 minutes talking to each of the 60,000 people that we helped last year. Additionally, we assisted 27,000 people via web chats and saw almost six million people face-to-face. In order to improve our service still further, we want to integrate our operations more closely across different channels while having the ability to scale up when we need to.”
Delivered in conjunction with Enghouse Interactive, GCI will implement a Skype for Business Contact Centre solution across all of Shelter’s 44 sites.