Together Housing Group has deployed a next-generation contact centre system from mplsystems. The new intelligentDesktop is intended to optimise the performance of the Together Housing customer services team that manages around 35,000 homes across its five contact centres.
Together Housing handles customer service calls for ten different social housing brands. By using intelligentDesktop, the group’s customer services team can now act as a single virtual contact centre, routing calls from one centre to another and sharing resources to ensure faster responses and better customer service. Agents can now resolve all customer enquiries irrespective of the housing group involved, with a single, smart, agent-friendly user interface helping to improve the overall customer experience.
Stephen Batley, head of customer services, Together Housing Group, said, “Each partner had its own telephony system, which was clearly not suitable if we were to realise the benefits of the group structure. But it was vital that we maintained the local identity of each of the individual associations for customers.
“Now, thanks to the flexibility of the intelligentDesktop and the multi-channel iContact solution, we have one virtual customer contact centre. This ensures that tenants are dealt with quickly and efficiently and the call handler has all the information needed to deal with the call.”
From a financial perspective, Together Housing said that it chose mplsystems because it recognised that the functionality and capabilities available from mplsystems’ portfolio meant that it was getting more capability and flexibility for its money when compared with alternatives, leading to a better return on investment over the lifetime of the solution.
The new system went live in March 2013 across Together Housing’s five contact centres after a two-month implementation.