Sovereign housing associations and Enghouse Interactive

Solution used

  • Communications Center

Building A Quality Customer Communications Environment

Sovereign is a social landlord and one of the UK’s largest housing associations providing around 60,000 properties for approximately 130,000 people across the south and south west of England.

In 2016, Sovereign merged with Spectrum Housing Group, creating a new organisation with 1,800 employees, including 150 contact centre agents, spread across multiple locations. Prior to their merger, the two organisations were operating separate IT estates along with different telephony and contact centre platforms.

In order to drive efficiencies throughout the organisation, they needed to migrate all staff, regardless of location, onto a single holistic contact centre and UC environment.

Sovereign wanted a scalable future-proofed “single pane of glass’ solution which would integrate with business-critical applications to take their customer experience to the next level. At the same time, they wanted to ensure their customers could contact them at a time of their choosing and, through their preferred channel of communication, without crucial information about themselves or their enquiry being misplaced.

Working with their technology partner FourNet, Sovereign opted for Communications Center from Enghouse Interactive which would integrate into its existing Skype for Business UC environment.

To find out how Enghouse Interactive Communications Center has helped Sovereign build a quality customer environment download the full story here.

INDUSTRY
Housing Association

GOALS
To rationalise systems and deliver a ‘single pane of glass’ solution to take their customer experience to the next level

SOLUTION
Enghouse Interactive Communications Center

BENEFITS

  • One streamlined solution, bringing cost savings and efficiencies across the organisation
  • Improved customer service through the ability to process higher volumes of calls and emails
  • Greater visibility of customer and agent interactions through call and screen recording
  • A clear migration path to Microsoft Teams
  • Quick to onboard new agents through an easy to use and intuitive user interface