Teign Housing Association has deployed ShoreTel unified communications from Incom Business Systems as part of its plan to improve its customer service experience.
Comprising the ShoreTel unified communications platform and enterprise contact centre software, Incom’s solution is intended to enable the housing provider to integrate all of its main business applications in order to achieve a 360-degree view of tenants’ interactions.
With direct integration with Teign’s existing housing management and rent payment systems, Incom’s ShoreTel solution delivers simplified call management, automated reporting and 99.99999 per cent availability for better operational continuity.
The deployment supports 130 extensions, including 80 people at Teign’s headquarters and 20 mobile workers. It also allows tenants to respond to service surveys using their preferred communication channel, enabling Teign to improve digital inclusion and accurately measure its performance.
Karen Johnson, head of customer and corporate services, Teign Housing Association, said, “Incom’s meticulous approach gave us complete confidence that its ShoreTel solution would be fit for purpose now and into the future.
“The deployment has been a complete success and our tenants are reaping the benefits that integration has delivered. The Incom solution is key towards us achieving our digital inclusion strategy and will bring about efficiencies in customer transaction processing.”