Ciptex is deploying a state-of-the-art, multi-channel digital contact centre solution for Aster Group as the software provider’s first UK housing customer. Aster is taking on Ciptex’s resident-centric engagement platform, integrating voice recognition, chatbots, WhatsApp, SMS, video and AI. Based on a unified service approach, there are fewer transfers to operational teams and a greater emphasis…
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Customer Management
Bring on the orchestra…
With more and more housing providers adopting technologies and processes such as artificial intelligence (AI), robotic process automation (RPA) and business process management (BPM), just waiting in the wings is process orchestration (a.k.a. event orchestration). At present, most housing providers’ automations are limited to a task level (tactical), whereas orchestration is the automation of linked…
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Harnessing IT for better stakeholder engagement
In social housing, it is easy to become overly-focused on the technology we use to deliver services and forget the people who are behind everything. From the staff who work in your organisation to the tenants whose housing you provide, the fact is this business is about people. The best way to improve how you…
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Building happier and safer communities
Social housing has always been more than just about putting a roof over people’s heads. It’s about fostering a sense of belonging, ownership and inclusion through vibrant and cohesive communities. In the government’s social housing green paper, residents talked about pride in their community, but ‘how sometimes this was let down by poor neighbourhood management,…
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Next-level contact centres in housing
In the digital age, contact centres have evolved beyond traditional call-handling. They now serve as crucial hubs of customer interaction, leveraging cutting-edge technologies to deliver seamless, efficient and personalised customer service. At the same time, housing providers and local authorities face unique challenges. They’re tasked with meeting Tenant Satisfaction Measures (TSMs) while dealing with rising…
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Sovereign’s IT-powered approach to damp & mould
The tragic death of Awaab Ishak has rightly shocked everyone involved in housing into change to make sure we never see a case like it again. Prevention vs. cure While much of the focus, in particular from the government, has been on how housing providers react to damp and mould, Sovereign Network Group is focused…
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