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.