Karibu Community Homes has launched a new omni-channel contact centre, combining voice, WhatsApp, SMS, email and webchat into a single service hub.
Built in partnership with Fuzzlab, the new service integrates with Microsoft Dynamics 365, giving Karibu’s teams real-time visibility of enquiries, repairs, complaints and service updates across all channels. The platform also includes AI-supported triaging, queue analytics and live dashboards for better demand management.
Ilham Ismail, head of IT and data, Karibu Community Homes, said, “Residents expect to contact us in the ways that feel most natural to them. Our new contact centre makes it easier for people to reach us while giving our teams better tools to resolve problems faster and more consistently.”
The investment aims to reduce call volumes, cut waiting times and create smoother digital journeys for Karibu’s residents, with particular focus on WhatsApp as one of the fastest-growing channels among social housing residents.
Paul Singleton, founder, Fuzzlab, said, “Karibu is leading the way in modernising resident communications. This platform brings together the channels residents prefer, the case management tools that housing teams rely on and the analytics leaders need to make informed decisions.”
