Accent’s new setup ditched ISDN lines, boosted inbound call management across channels, and gave staff and customers a smoother, more flexible communication experience.
CLIENT
Accent Housing
INDUSTRY
Public sector
SERVICE
Contact Centre
The client
Accent believes that safe, secure and affordable homes are a basic human requirement and strives to provide accommodation and services to improve the lives of its customers, managing 22,000 properties and providing homes for 37,000 residence
The challenges
The company was looking for a cost-effective, scalable, and easy-to-use Unified Communications solution with an integrated multi-channel Contact Centre to connect office-based, front line, and Contact Centre staff - ultimately improving customer experience and enabling channel shift.
Our goal
Accent selected them for the project thanks to their wealth of experience in the sector, a proven track record of deploying hundreds of thousands of Skype for Business seats, a focus on user adoption, and the technical capability to deploy the required solutions.
The outcome
Accent Housing now benefits from a sophisticated Unified Communications and Contact Centre system that supports omni-channel customer service and enhances collaboration across its geographically-dispersed teams.
The company has eliminated outdated phone hardware and ISDN lines, opting instead to capitalise on its investments in mobile devices, disaster recovery (DR) provision, and SIP technology.
With full visibility into customer contact volumes and Contact Centre performance, enhanced by integrated CRM data, Accent is better equipped to deliver excellent customer service and drive its ambitious digital transformation strategy.
The success of the project earned Accent Housing the “Best Use of Technology” award at the prestigious HANA (Housing Association National Accountancy) Awards, highlighting its commitment to leveraging technology to improve customer services.
