One Vision Housing Gains Visibility with Freedom Contact Centre

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Watford, UK, 11th February 2010: Freedom Communications, a specialist provider of secure communications solutions, today announced that it has delivered a state-of-the-art contact centre for One Vision Housing (OVH). The Alcatel-Lucent converged voice and data solution* ensures that tenants contacting OVH are dealt with efficiently and in a timely fashion.

Freedom Communications, part of the OGC Buying Solutions frameworks, has delivered a solution which gives One Vision Housing a communications platform rich in time and cost saving features including: a centralised contact directory accessible from both PC and handsets; a web-based management tool to dynamically measure, plan and log call activity; a centralised voice mail solution; call recording; seamless link between the handset and the PC providing telephony-enabled presence and control functionality ensuring that agents are able to see when colleagues are available. A 30 agent contact centre, providing skills based routing and multiple information wallboards.

One Vision Housing now has complete visibility of its call centre and communications activity enabling it to plan and measure its effectiveness. Freedom’s solution enables One Vision Housing to seamlessly expand its communications capability as it grows, maximising the return on investment.

“The Freedom solution ensures that we can manage our communications efficiently, we are able to react and deal with spikes in traffic and moving forward we will be able to integrate new channels of communications. “Put simply, Freedom ticks all the boxes!” said Graham Upton, infrastructure manager, One Vision Housing Association.

“Mission critical contact centres, from design through deployment to on-going maintenance is a core competence of Freedom Communications. We are thrilled to be supporting One Vision Housing and look forward to evolving the solution to include new touch points of contact,” commented Pat Botting, managing director of Freedom Communications.