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.