Unified & Multi-Channel Communications

Futures Housing Group is a major, not-for-profit provider of affordable homes. With more than 300 staff and over 20,000 people living in more than 9,000 homes throughout the Midlands. The challenge for Futures Housing Group was to deliver a range of online self-service options and contact methods for tenants through an integrated communications approach which supports back-office efficiency.

As part of a major shift towards creating effortless customer experiences, Futures Housing Group rolled out brand new systems across its operations to help staff work with greater flexibility and give tenants more ways to interact with them. In order to achieve this objective, Futures Housing implementing Microsoft Skype for Business (SfB) and Enghouse Interactive Contact Centre (EICC).