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News : Technology-enabled Support Centre Unveiled by FourNet and Alzheimer’s Society

#contactcenterworld, @fournet_

Manchester, UK, Sept, 2023 - Digital transformation and customer experience providers, FourNet, and dementia charity, Alzheimer’s Society, have revealed how the very latest cloud-based technology is being harnessed to transform fundraising and support services and enhance the charity’s inclusive approach.

Built in collaboration with FourNet’s cloud contact centre partners, the contact centre solution has been tailor-made to ensure support for people living with dementia, with key input to the design from people with lived experience through Dementia Voice, Alzheimer Society specialists and their Dementia Friends programme.

FourNet’s solution architects have worked hand-in-hand with the Society for more than a year to design, build, install and deliver the new care and support centre, which is expected to transform the charity’s dementia support services and fundraising capabilities.

The bespoke solution supports the Society’s core fundraising and dementia support services across its operations including sites in Birmingham, Norfolk and Warrington as well as its offices in Northern Ireland and Wales.

Richard Pennington, CEO of FourNet, said: "This is one of the most important customer experience projects we’ve delivered. It has also been an emotional journey for the FourNet team.

"We were determined to deliver the best possible solution for people living with dementia and to ensure that Alzheimer’s Society has world-class technology capabilities to support their work, their fundraising and the community."

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On World Alzheimer’s Day, a team from Alzheimer’s Society joined FourNet at its Digital Transformation Summit held at Mansion House in London to reveal details and discuss the project.

Alzheimer’s Society selected FourNet after embarking on a procurement exercise in May 2022 to acquire a new cloud-based support centre and telephony system to support their fundraising and dementia support services.

The broad aim was to replace an existing outdated contact centre setup with a versatile omni-channel contact centre system for their frontline teams, and to migrate 900 staff onto a new softphone application.

Jennie Mummery, Senior Supporter Care Engagement Manager at Alzheimer’s Society, said: "Dementia is the UK’s biggest killer. One in three people born in the?UK?today will develop dementia in their?lifetime.??Alzheimer’s Society is here for anyone affected by dementia, providing help and hope.

"We have thoroughly enjoyed working with FourNet on this unique solution, which has delivered an unrivalled care and support centre, harnessing technology, expert advice and input from people living with dementia, which will really help our teams.

"We collaborated closely to ensure that our fundraising teams have the very latest technology at their fingertips and our dementia support services can deliver the very best experience for people living with dementia. We expect FourNet’s new solution will be transformative for Alzheimer’s Society and will help us reach more people, so no one has to face dementia alone."

Typical contact centre solutions would not have suited the Society or those it supports.

The solution enhances the charity’s inclusive approach thanks to the detail considered in designing the system. For instance, people contacting the Society through the contact centre do not have to choose multiple options on their keypad; soothing on-hold music has been tested to minimise upset to a person living with dementia, sentiment analysis identifies vulnerable callers.

New technology has also been implemented which identifies important emails and contacts for the Society’s fundraising teams and will help the charity to maximise support through donations.

Amanda Henderson, Solution Architect at FourNet said: "We are extremely proud of the strong bonds and collaborative partnership we have forged with Alzheimer’s Society. It’s been a truly immersive experience where we have learned how a person living with dementia sees the world and how their lives are affected and have designed a technology solution to remove as many of the obstacles in the customer experience journey as possible."

Paul West, IT Project Manager at Alzheimer’s Society, added: "An important aspect of this process for the Society was not just to find a suitable technological solution, but also to find a partner who understood our unique aspirations, and with whom we could continually develop and improve the solution as we go."

#contactcenterworld, @fournet_

Posted by Veronica Silva Cusi, news correspondent

About FourNet:
Company LogoDesign and implementation of innovative technologies that transform contact centre efficiency, productivity and revenues.
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Today's Tip of the Day - Transformation

Read today's tip or listen to it on podcast.

Published: Monday, September 25, 2023

Printer Friendly Version Printer friendly version

2023 Buyers Guide Telecoms

Big Outsource

Our spectrum of outsourcing services in the various disciplines includes creatives, technical support, and information technology. The non-core side of outsourcing that we offer starts with giving you the ability to hire local talent or a team who will comprise your own back-office support, marketing, sales, and even call center support. Right now, we have a growing number of clients from the United States and Australia.

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

Lexico Telecom

We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

Scopserv Integrated Services

The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial

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