News : Housing Association Turns to mplsystems to Optimise Customer Contact
Together Housing Group, a provider of affordable rented homes across the North of England, has deployed a contact centre intelligent desktop solution from mplsystems. The new intelligentDesktop will help optimise the performance of the Together Housing customer services team that manages homes across its five contact centres.
Together Housing Group handles customer service calls for different social housing brands. Now, using intelligentDesktop from mplsystems, the Group’s customer services team will be able to act as one single virtual contact centre, routing calls from one contact centre to another and sharing resources to ensure faster response times and a consistently high standard of customer service.
Thanks to the new intelligentDesktop agents can now resolve customer inquiries regardless of the housing group involved, with a single, smart, agent-friendly user interface helping to improve the overall customer experience offered.
Stephen Batley, Together Housing Group Head of Customer Service said: "Each of the partners had a separate telephony system, which was clearly not suitable if we were to realise the benefits of the group structure. But it was vital that we maintained the local identity of each of the individual associations for customers.
"Now, thanks to the flexibility of the intelligentDesktop and the multi-channel iContact solution, we have one virtual customer contact centre. This ensures that the customer is dealt with quickly and efficiently and the call handler has all the information needed to deal with the call," he continued.
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mplsystems provides multi-channel contact centre technology, customer experience software and mobile field service technology for sales, service and mobile workforce operations. Our intelligentContact (iContact) technology can be delivered on premise or in the Cloud, automating with business processes and back office applications to reduce costs and enhance the customer experience. All iContact applications can be deployed independently or brought together in one cohesive solution and are flexible enough to fit around the customer handling requirements of even the most complex of organisations. With over 15 years of contact centre practitioner experience, mplsystems now works with more than a thousand clients globally in the financial services, facilities management, retail, healthcare and leisure sectors, enabling them to gain a competitive edge by extending customer contact throughout the organisation. mplsystems is a Gold Certified Partner in the Microsoft Partner network.
Published: Monday, November 18, 2013