Southway Housing goes personal with Britannic contact center solution

Southway Housing Trust goes personal with Britannic contact center solution

Enterprise communications and managed services specialist Britannic Technologies has announced that it will provide Southway Housing Trust with a cloud-based telephony and multimedia contact center solution from 8×8. fully integrates with Microsoft Teams and Office 365.

A housing association based in south Manchester, Southway Housing Trust owns and manages around 6,000 homes in Burnage, Chorlton, Didsbury and Withington, and has properties in Tameside and East Cheshire. To provide services to tenants, residents, the environment and the wider community of South Manchester and beyond.

As a forward-thinking non-profit organization, they are not only passionate about providing excellent homes, but also providing exceptional customer service. To remain a leader in customer service, they wanted to update their contact center and provide tenants with more communication channels and provide more personalized service.

Offer more options

Southway Housing Trust launched a tender and Britannic Technologies was selected to provide an 8×8 multimedia contact center hosted in the cloud. As more and more people use social media to communicate, they wanted to allow tenants to contact the company using social media such as Twitter, Facebook and Whatsapp. These new communication channels will potentially be integrated with voice calls, live agents and chatbots providing tenants with a single unified customer experience. Process queries faster and make it more convenient for tenants and agents.

Master’s Integration

Southway Housing Trust also required its Capita housing management system to be integrated with the contact center to create a seamless UCaaS solution.

Keith Spragg, ICT Support Manager at Southway Housing Trust commented;

“We chose Britannic because of their experience and in-depth knowledge of the housing market. They are also a leader in integration and with their technology and highly skilled engineers we look forward to integrating our front and back office systems into the contact center to ensure that we improve operational efficiency and customer experience.

Give the personal touch

Jonathan Sharp, Director, British comments,

“Personalization is the key to delivering exceptional customer service.”

“Forrester found that personalized customer interactions lead to a 33% increase in customer loyalty and engagement. Integration with Southway Housing Trust’s contact center and their front and back office systems will help them streamline processes and deliver superior customer service.

Seamless integration

Southway Housing Trust would like to include a screen recording to help with agent training and onboarding. Over the past two years, the number of home-based agents has increased; it is now necessary to train agents remotely, and registration will facilitate this process.

“8×8 and Britannic Technologies have a strong relationship and considerable experience in the housing industry. Together we have seen the challenges and opportunities that a focus on improving business processes and customer experience can bring and we look forward to working with Southway Housing Trust to improve collaboration, customer communication and deliver the value. Having seen Britannic’s friendly attitude, professionalism and technical capability in action, I know Southway has chosen a safe pair of hands to implement our combined solution,” comments David Hutton, Public Sector Account Manager, 8 ×8.

Britannic are award-winning specialists in business communications, systems integration, digital transformation and managed services, maximizing the ICT investment of private and public organizations across the UK.

Britannic Technologies is a Value Added Reseller with a difference. We are a highly skilled team of accessible, long-time experts specializing in enterprise communications, contact centers, unified communications, networking, automation, and systems integration. We go the extra mile to create value, mitigate risk and effectively manage change, building strong relationships based on trust.

We collaborate with leading customers and partners to innovate and add value, achieving excellence in everything we do. Working in partnership with clients to understand their business goals, processes and culture, we develop change strategies and underlying technology solutions tailored to each client’s needs. As leaders in innovation, we pride ourselves on bringing disruptive technologies such as artificial intelligence, real-time web communications and business process automation to our customers.

Britannic partners with industry leading vendors such as Mitel, Five9, Avaya, 8×8, Bizvu, Calabrio, AudioCodes, Microsoft and Red Box. Trailfinders, North Herts District Council, Markerstudy Group, Advance Housing & Support and Queen Mary University of London are just a few of the clients who have transformed their business with Britannic.

For more information on Britannic Technologies see their company profile