Flagship Housing Group has completed the installation of a new PCI DSS-compliant call recording and CTI system from Liquid Voice. The new system is now being used around the clock by 40 front-office staff taking up to 150 calls per hour in Flagship’s customer service centre. David Armstrong, head of information technology and systems, Flagship…
Flagship calls in Liquid VoiceRead More →
Customer Management
In the frame for IT procurement
The last four years have been a rollercoaster ride for IT directors and external IT providers and consultants in the housing sector. Housing providers are increasingly turning to the structures and procurement boundaries created by framework agreements to help with governance, auditable accounting and cost savings. The role of IT directors within housing is becoming…
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No complaints for Adactus with mplcontact
Adactus Housing Association has signed a three-year contract with mplcontact for a new out of hours call centre service for tenant queries, repairs and emergencies as well as for lone worker support. The new overnight and weekend service is underpinned by mplcontact’s network of six fully-staffed UK call centres. The technology, training and call centre…
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Profiling for targeted service delivery
Suppliers to the public sector are all used to the usual March/April flurry of customer activity – using up the ‘leftovers’ in the old budget or getting on with long-awaited projects as soon as the new budget is available. But this year, suppliers have been experiencing even more interest than usual. There seems to be…
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The rise of the contact centre
The challenges of the contact centre are growing and customers are quite rightly demanding more from their inbound services. The landscape has changed with the advent of IP-based telephony which has allowed the development of many new advanced applications that will support this renaissance. The contact centre is often the gateway into the housing provider…
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Paragon installs Alcatel-Lucent comms infrastructure
Alcatel-Lucent Enterprise and South West Communications Group are in the process of implementing a new £100,000 converged communications infrastructure at Paragon Community Housing Group’s two main sites in Surrey and Middlesex. The new system is intended to improve both external tenant interactions and internal communications within the group. The main areas for improvement through the…
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