4net Technologies

4net can help Housing providers increase the use of digital communication channels with residents and bring in more automation and artificial intelligence to help run their organisations more efficiently and provide a better service to residents.

Alison Piggin of Mosscare Housing said:” ‘Mosscare sought a partner to assist in the delivery of its digital transformation goals, to help improve customer satisfaction amongst our tenants. We selected 4net who have designed and delivered a PCI compliant, multichannel contact centre that fully integrates with our Orchard housing management system. The Avaya/Enghouse solution provides us with the flexibility to work from any location through the device of our choice and the scalability we need for our future growth’

PFH – 4net Technologies have been supplying and supporting communication solutions to Housing Associations and are a preferred supplier on the PFH Telecommunications Framework, which enables social housing organisations to accelerate the procurement process and generate cost savings and business efficiencies.

Avaya Edge Diamond Partner

Avaya’s Innovation Award 2017

Enghouse Gold Partner and Contact Centre Specialist


Flexibility lies at the heart of Enghouse Interactive’s contact centre application (EICC), one of the UK’s leading housing association contact centre solutions.   EICC can help housing associations engage proactively with tenants and react quickly to inbound calls and requests through a range of different channels.

Housing associations should, wherever possible, encourage their customers to self-serve through everything from intelligent voice-based IVR to mobile apps to online forums. Using a blend of speech recognition and touch-tone techniques, the best IVR systems can expedite both simple and complex requests quickly and cost-effectively without using up any agent time.

Of course, in order to ensure they can deliver all of this multichannel capability, social housing providers need to have the right infrastructure in place. They need to provide contact centre agents with a consistent user interface capable of handling all aspects of omnichannel communication, while ensuring they have visibility into all their interactions.

Contact centres, with Enghouse Interactive EICC solution at their heart, bring benefits to housing association tenants. Your agents don’t want to use multiple applications – it’s confusing and inefficient. CTI integration reduces the number of screens and applications your advisors need to use and you’ll see productivity and efficiency benefits

Housing Associations are increasingly seeing a benefit from moving away from a purely on-premise-based approach to one more focused on the cloud. It’s typically more cost-effective, enabling hard-pressed associations to move from a rigid capex model to a more flexible opex one.  But crucially it gives associations the opportunity to scale as their business needs fluctuate not least in order to support the kind of 24×7 service that customers increasingly demand and bring home workers on board as and when required.

Solutions to address your needs:

1. Unify your contact centre to:

  • Provide a consistency of experience across all communications channels (e.g. voice, email, webchat, self-service, SMS, social media etc
  • Improving the service you can provide to your tenants regardless of location and device
  • Increase agent productivity, by having consistent information and functionality at their fingertips
  • Multiple deployment methods and platform independence (Avaya, S4B, Cisco etc)
  • Better resource management – intelligent routing and tools for administration and agent optimisation
  • Dramatically increase first call resolution by routing contacts to the right person, first time
  • Support multiple channels of communication on a single interface with Agent Desktop
  • Future proof with modular elements to add as your budget dictates

2. Migrate from ISDN to SIP: Save up to 50% on line rentals and 25% on calls

3. Integrate with back office systems and CRM to enable 360 degree view of the customer with CTI screen-pop and Click-to-dial into your Housing management systems (inc. Orchard, MS dynamics).

4. Empower your tenants to self serve – IVR and Web Self Service

5. Increase the use of digital communication channels with residents and bring in more automation and artificial intelligence to help run your organisation more efficiently, providing a better service to residents.