- Communications Center
Formed in June 2017, from the coming together of Herefordshire Housing and Shropshire Housing Group, Connexus has over 600 employees and manages a portfolio of around 10,000 homes. Along with answering queries about rent, and repairs, Connexus also has an independent trust arm which looks after the well-being of tenants, and a 24/7 cover helpline with red button alarm lines for people who are vulnerable in their homes. Delivering a contact centre capability that covers all this is challenging but made more complex by the recent merger.
Both Herefordshire Housing and Shropshire Housing Group had their own contact centres and associated telephony solutions in place. Running these separately at each site was expensive and wasteful of both time and resource. Connexus realised it needed to rationalise these solutions into a single streamlined offering.
After a detailed review, it decided to standardise on the Communications Center (CC) from Enghouse Interactive.
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