Enabling better community working 5i delivers integrated contact centre solution Bron Afon is a Registered Social Landlord formed on 31st March 2008 to manage and take control of a housing stock of over 8,000 homes from Torfaen County Borough Council. As a community based housing organisation with charitable status, Bron Afon has a rapidly growing membership, with over 1,800 people having a say in how things are done. The membership is drawn from tenants and residents of Torfaen, and it plays a key role in the shaping and governance of Bron Afon. Over 450 people are employed by Bron Afon, working across 36 different offices and housing schemes.

The ChallengeAt the time of the stock transfer from the Council, Bron Afon needed a complete ICT environment to be designed and implemented in a relatively short space of time. Central Networks and Technologies were chosen as the partner to deliver the entire solution and 5i partnered with them to deploy the telephony and contact centre part of the solution.

Bron Afon required a solution that would allow them to focus on providing excellent customer service to their tenants and the community within the Bron Afon area. Bron Afon understood at the outset that delivery of services would change as the organisation evolved and so the ICT environment needed to support these expected changes.

‘

’

The contact centre is a vital resource in our business and it helps us to deliver a consistently high level of customer service to our community.Ian Taylor Head of ICT

t 0118 988 5558 e sales@5i.co.uk www.5i.co.uk

The Solution5i designed and delivered the telephony and contact centre solution, providing support within the 5i support framework. The telephony solution deployed was Dual Communications Managers with Zeacom Contact Centre, and both were fully integrated together. Also deployed and integrated were third party applications including, Verint, Tiger and Quescom.

From the start of the Bron Afon journey away from the council, it was clear that 5i needed to very closely support Bron Afon on the telephony functions, however as time moved on, Bron Afon has become more self-sufficient and some requests which were previously made of 5i, are now being dealt with effectively in-house.

5i continually works with Bron Afon to ensure that all telephony and unified communications aspects are covered. We hold regular technology review meetings, where we demonstrate the full functionality of the systems they are already using to ensure that Bron Afon are getting the most from them. We also look at new technologies coming to the market with a view to seeing if these can further improve the ICT environment.

Over time, the contact centre solution has been modified and adapted to reflect changing requirements and the increased emphasis on customer service. Auto-attendant messaging has been included, call queuing has been split into regions and call recording is now on-demand.

Integration is a key part of the solution and the contact centre is now fully integrated into Microsoft Dynamics, which enables screen pops and brings a 20 second saving per call.

Since the installation, the solution has been refreshed several times and the contact centre has grown from 15 seats to 30 seats.

‘

‘

’

Working with 5i since 2008, we continue to develop our contact centre so that it remains at the leading edge in the housing sector.Lee Walsh ICT Operations Manager

t 0118 988 5558 e sales@5i.co.uk www.5i.co.uk

Benefits Enables high levels of responsiveness to tenant queries

Streamlines communication in the organisation, both internally and into the community

Improves productivity and enables more calls to be dealt with each day

Makes tenants feel valued and important to the organisation with quicker and more effective call handling

Reduces the cost of dealing with inbound and outbound communications

Working with 5i5i offers a complete suite of services for partners. Whether you use our services to support your in-house skills or we deliver the service directly to your client, client ownership always remains with you.

Training Dedicated partner courses covering all aspects from sales and marketing through to technical and support aspects of building a cloud revenue stream.

Sales support On-going pre-sales and sales support, use of the Innovation Centre and continuous knowledge transfer.

Deployment Expert consultants and engineers to complement your in-house resource or to work directly with the client, on your behalf.

Support and Managed Services From help desk to fully managed service, a bespoke support agreement can be offered.

On-premise, Cloud or Hybrid Solutions can be delivered in a number of different ways and offered as a Capex or Opex model.