Paragon owns and manages some 9,000 homes including general needs homes, supported housing, care homes, key worker and shared ownership homes, and was looking to improve the quality of its customer care without risk. It worked with a leading independent communications consultancy to help evaluate suppliers using risk, quality and price scoring analytics. The results showed Alcatel-Lucent Enterprise to be the best supplier because of its Alcatel-Lucent Business integrated Communication Solution (BiCS) and quality implementation.
The new system upgrades Paragon's internal network by replacing all of the data switches and deploying an advanced contact centre that enables the Housing Group to interact with residents more quickly. The main area for improvement within Paragon's contact centre included enhanced queuing technology as well as improved menu options on inbound calls. The Alcatel-Lucent Enterprise solution also gives Paragon the ability to extract performance statistics on inbound and outbound calls on an individual and combined agent basis, plus the ability to evaluate performance in improving response-times.
South West Communications Group, the Exeter-based expert in business telephone systems, data centre services and data networks, was selected to deploy and manage the solution.