• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
Housing Technology Main Logo

Housing Technology

Housing | IT | Telecoms | Business | Ecology

  • Free Subscription
  • Contact
  • Home
  • Research
  • Magazine
  • Events
  • Awards
  • Recruitment
  • On Demand
Home / Magazine Articles / Good communications at Shoreline

Good communications at Shoreline

Shoreline Housing Partnership has gone live with its new communications infrastructure following the relocation of its headquarters. Before the move, Shoreline had little more than ordinary telephone extensions, making it difficult for it to meet national guidelines for call-handling efficiency or provide a seamless service to tenants.

Steve Neul, head of IT, Shoreline Housing Partnership, said, “The move meant we could update our communications infrastructure. We particularly wanted to create a contact centre for improved enquiry handling and more integrated customer service.”

Shoreline approached its BT Local Business team. Neul explained, “We favoured an integrated solution from a single supplier, with the capacity to support our business in the future.” The BT package includes the contact centre, a wide area network, an office communication system, internet access, telephone lines, and 250 HP desktop computers. A finance arrangement helped to minimise up-front capital costs, while a discounted calling package provides Shoreline with attractive call rates.

The new communication system has transformed Shoreline’s call answering, with up to 60 per cent of callers able to dial the people they require directly. At the same time, improved management information is allowing the contact centre to match demand better, with over 90 per cent of Shoreline’s 2000 calls each week now answered within five rings. The tenants’ experience is also greatly improved because agents now have immediate access to the relevant information in order to deal with tenant enquiries about a wide range of topics on a single call.

Neul said, “We have reduced the cost of our calls and lines by at least 25 per cent, and there is the potential for more savings and service enhancements to come.” The next stage of Shoreline’s development plans is likely to include mobile services integration, enhanced online access for customers, and the use of voice recognition systems.

A Cisco IP-based Unified Communications Manager linked to an IPFX contact centre application, both provided and supported by BT iNet, handles voice communications for Shoreline’s offices. 90 BT ISDN digital lines connect to the public network from two separate locations for enhanced business continuity. The WAN comprises triangulated 100 Mbps leased-line Ethernet links serving all three Shoreline offices, plus an multi-protocol label switching (MPLS) connection to Shoreline’s separate 24-hour emergency centre. Internet access is via BTnet’s uncontended Premium service, supplemented by broadband services to enable network access for managers at selected sheltered housing schemes. BT Lynx supplied the HP hardware and configured the PCs.

See More On:

  • Vendor: BT
  • Housing Association: Shoreline Housing Partnership
  • Topic: Infrastructure
  • Publication Date: 008 - March 2009
  • Type: News

Primary Sidebar

Most Recent Articles

  • Artificial intelligence in housing
  • Mobysoft – Data problems affecting complaints’ handling
  • Data, AI and private-sector strategies
  • Smart repairs & smarter homes
  • From firewalls to fortresses
  • Achieving three quick wins in AI
  • Rebuilding Selwood Housing’s IT infrastructure
  • Are you ready for organisational AI?
  • PIMSS releases AI Document Reader for compliance
  • Calico Homes cuts arrears with RentSense
  • FourNet launches digital transformation index
  • New income recovery software from Voicescape
  • Asprey Assets at YMCA
  • I love spreadsheets…
  • All watched over by machines of loving grace – AI assistants and adult social care
  • The rent revolution – The case for AI-powered payments
  • Unlocking safer living through data
  • Aareon acquires MIS ActiveH
  • Vericon launches MouldSense
  • Back to the future at Housing Technology 2025
  • FireAngel wins Which? Award
  • Maximising income and preventing homelessness
  • Anchoring digital innovation with Plentific
  • Cynon Taf Community Housing gets Housing Insight’s Arrears Manager
  • Tenants, AI & your biggest compliance risk
  • EDITOR’S NOTES – Data, standards & straight-through processing
  • AI as a social housing expert
  • South Yorkshire Housing halves arrears with Mobysoft
  • Bromford Flagship wins Aico’s smart-home competition
  • Putting VIVID’s customers in control of their tenancies

Footer

Housing Technology Main Logo
  • Instagram
  • LinkedIn
  • YouTube
  • Contact
  • Free Subscription
  • Book an event
  • 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 2025 | 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