Alcatel-Lucent Enterprise and South West Communications Group are in the process of implementing a new £100,000 converged communications infrastructure at Paragon Community Housing Group’s two main sites in Surrey and Middlesex. The new system is intended to improve both external tenant interactions and internal communications within the group.
The main areas for improvement through the implementation of the Alcatel-Lucent system are improved queuing technology and better menu options for inbound calls. The new system will also allow Paragon to track performance statistics on inbound and outbound calls on an individual and combined agent basis, as well as the ability to measure call-response performance.
Barry Alford, IT manager, Paragon Community Housing Group, said, “We have already seen significant improvements through the first stage of implementation. The new system from Alcatel-Lucent lets us future-proof the business by enabling us to provision for mobile working as our business continues to expand and develop.”