• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
Housing Technology logo

Housing Technology

Housing | IT | Telecoms | Business | Ecology

  • Free Subscription
  • Search Archive
  • Home
  • Research
  • Magazine
  • Events
  • Recruitment
  • Blog
  • On Demand
  • Contact
Home / Magazine Articles / Multi-channel services from EMH Group with Enghouse Interactive

Multi-channel services from EMH Group with Enghouse Interactive

EMH Group is coordinating its tenant services capabilities using software from Enghouse Interactive, in partnership with Montal and 5i. The Enghouse Interactive Communications Centre (EICC) software is now being used by 80 customer service advisors at EMH.

The EICC software provides EMH with multi-channel options for both inbound and outbound communications, mainly covering online, email and text messaging.

EMH also makes extensive use of the system’s callback facility, particularly for residents for whom English is not their first language. They can simply select a convenient time, day and language and the EICC solution arranges the callback at that time. Furthermore, using EICC to offer callbacks helps EMH to reduce queues, call times and abandonment rates.

David Morris, head of customer service, EMH Homes, said, “It’s a good example of how our contact centre technology, with the EICC solution at its heart, can be key in bringing benefits to tenants. You don’t want your staff having to use multiple applications; it’s confusing for them and inefficient. Instead, use CTI integration to reduce the number of screens and applications your advisors need to use and you’ll see productivity and efficiency benefits.”

EMH’s self-service portal for tenants is connected to its CRM system, with any tenant activity on the site also triggering alerts within the EICC relating to repair requests, housing benefit queries and appointment scheduling.

Helen Bradford, head of ICT, EMH Group, said, “Our current target is to resolve 83 per cent of queries at the first point of contact. We use codes within the EICC to create reports which tell us how many calls we have resolved and how many of each relate to either repairs or housing.”

See More On:

  • Vendor: 5i, Enghouse Interactive, Montal
  • Housing Association: EMH Group
  • Topic: Customer Management
  • Publication Date: 047 - September 2015
  • Type: News

Primary Sidebar

Most Recent Articles

  • Free cyber-defence tools from NCSC
  • Learning from history
  • Grand Union Housing gets connected with Aico HomeLink
  • The silences in the system: Predicting and preventing damp and mould
  • Looking back and to the future: Cyberthreats in social housing
  • Hyde signs repairs contract with Totalmobile
  • Fuelling high performance automation
  • Morgan Sindall’s Carbon Zero decarbonisation tool
  • An ethical approach to arrears
  • Housing and the ever-evolving workplace
  • Supporting residents with home safety risks
  • Less innovation & more service design at RHP
  • Ateb Group outsources IT help desks to Central Networks
  • Capital Letters partners with Evo Digital to tackle homelessness
  • Calico appoints M247 for digital transformation
  • 24/7 care requires 24/7 technology
  • Govtech trends for 2023
  • Are you ready for business process automation?
  • Lincoln council moves to the cloud with Civica
  • Why do IT business improvement projects fail?
  • Flagship and Ebrik launch augmented reality app
  • Following the golden thread
  • Setting the standard for carbon-monoxide protection
  • The business case for data
  • Digital twins – When, not if…
  • Using data to build communities
  • The cyber-security jigsaw’s missing piece – Managed detection & response
  • Cyber-security challenges in housing
  • Digitalising retrofits with SHDF & HomeLink
  • Tips for improving care and support

Footer

Housing Technology
  • Instagram
  • LinkedIn
  • Twitter
  • YouTube
  • Contact
  • Free Subscription
  • Book an event
  • Blog
  • Search All Articles
  • 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 2022 | 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

htc23 pop banner