West Kent Housing Association choose ConvergeOne for contact centre replacement

Manchester-based communications specialist ConvergeOne has successfully won a bid to replace West Kent Housing Association’s aging telephony and contact centre application.

The organisation’s customer access strategy – ‘It’s Your Call’ – focuses on improving customer access, opening up new communication channels by providing a ‘right person, right answer, first time’ response for at least 80% of enquiries. West Kent were looking to provide a multi-channel based contact centre which allowed Telephony, Web, Email and SMS based contact methods with residents and leaseholders, stakeholders and members of the wider public.

ConvergeOne proposed a state of the art IPFX Unified Communications system with advanced contact centre and call recording functionality. An IPFX solution was chosen due to its advanced unified communications features, such as web text and email queuing which were adopted in line with business requirements and to ensure the delivery of high customer service standards.

West Kent were particularly impressed with the integrated approach used by IPFX which makes user adoption much more seamless. Steven Bennett, CAS Programme Manager commented, “This will enable all of our customers to contact the organisation in the communication channel they prefer. In addition, staff can communicate more efficiently by having access to all channels at one time and will be able to share, forward, or manage them in the most effective way”.

Mark Johnson, Managing Director added, “ConvergeOne understands the importance of a customer focused approach, and it was imperative for West Kent that our solution would demonstrate a significant improvement in resident experience. We are highly confident that an IPFX solution will deliver this improvement by making day to day business processes more efficient for everyone involved.”

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