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Case Study

Nottingham City Homes Case Study

Nottingham City Homes Bring Customers into the Heart of Their Business

Nottingham City Homes (NCH) is an arms-length management organisation who look after around 27,000 homes on behalf of Nottingham City Council. NCH’s vision is to create homes and places where people want to live.

NCH offer a wide range of services to its local community and handles over 400,000 calls through its contact centre per year. Most of the calls are repair related, but NCH also deal with rent accounts and other tenancy issues and estate management concerns such as anti-social behaviour and domestic abuse. With current systems reaching end of life, NCH needed to find a new contact centre solution that would provide continuity of service but also offer flexibility as new channels of communication were added.

Working with Voyager Networks, NCH choose the Enghouse Interactive Communications Center (EICC). EICC met all the criteria that NCH were looking for around price, functionality, performance and scalability. The platform gave scope for adding new channels when needed and was also fully operation with Cisco Unified Communications Manager which ensured protection against investment and therefore reduced total cost of ownership.