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.”