• 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 / Ringing the changes at Irwell Valley

Ringing the changes at Irwell Valley

Irwell Valley has signed a £160,000 deal with Redstone Converged Solutions for an IP-based contact centre.

Irwell Valley previously had separate telephony systems which were nearing their end-of-life at each of its sites in Manchester, Bolton, Sale and Denton. An internal review identified the need for improved technology in order to monitor call volumes and handle the anticipated traffic from the introduction of freephone lines for residents.

Redstone’s IPFX solution installed at Irwell Valley includes IP handsets and interactive voice response. Key functions include virtual queuing, which allows callers to log their query without losing their place in the queue, last agent routing, and the ability for agents to see when colleagues with specific skills are available or taking calls.

The contract includes implementation of the IPFX solution across all of Irwell Valley’s sites where it is expected to make the call centre more efficient and cost-effective while improving tenant services.

Jill Clarke, network manager, Irwell Valley, said, “Our 30 contact centre staff and 150 back-office employees have found IPFX easy to use. For callers, last agent routing, logging their place in a call queue, and the ability to route calls to agents with the appropriate skills are features which have proven the value of our choice.”

See More On:

  • Vendor: Redstone
  • Housing Association: Irwell Valley Housing Association
  • Topic: Infrastructure
  • Publication Date: 002 - March 2008
  • 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