FourNet has completed the implementation of a unified communications platform from Enghouse Interactive at Sovereign Housing.
Following the amalgamation of Spectrum Housing into Sovereign Housing, the newly-expanded organisation wanted to migrate all of its customer-service staff to one unified communication and contact centre environment, including the integration of all business-critical applications across housing, HR and repairs.
Working with its technology partner, FourNet, Sovereign Housing chose to standardise on Enghouse Interactive’s Communications Center for its contact centre, linked with its Microsoft Dynamics 365 and Skype for Business environments, giving contact-centre staff a 360-degree view of each customer. Sovereign Housing is also using Communications Center in conjunction with Teleopti workforce management software for better planning and agent self-service.
Sam Dart, head of digital technology services, Sovereign Housing, said, “Enghouse’s Communications Center is proving to be a robust solution when it comes to handling call volumes and its close integration with Dynamics is a major benefit.”