Walsall Housing Group requires a communications solution which will enable them to deliver the highest level of customer service coupled with a highly resilient and scalable infrastructure. Operationally the group is also going through a process of consolidating five customer service operations and implementing a flexible working policy for staff.
The combination of the Siemens HiPath 8000 softswitch and HiPath ProCenter version 7 will provide an integrated scalable solution that will grow and develop with WHG’s requirements. Efficiency of call handling and staff productivity will be enhanced by enabling teams of agents to be deployed flexibly according to the volume of incoming calls. The open architecture of the HiPath 8000 solution will allow a smooth migration from the Group’s existing communications infrastructure.
“Siemens understands our needs when it comes to communicating with our residents. The next generation IP solution will fulfil our contact centre requirements enable new ways of working and which also made best use of our existing infrastructure,” said Martin Robertson, group finance director at WHG. “Providing a resilient, high quality level of service to our residents is at the top of our agenda and with the Siemens solution in place, our staff will be better equipped to handle the thousands of queries that we deal with on a daily basis.”
“The open communications environment will enable WHG to meet its operations and communications’ requirements now and in the future,” said David Leighton, sales director public sector, Siemens Enterprise Communications. “Our integrated solution of HiPath ProCenter and HiPath 8000 incorporates the flexibility, functionality and resilience required to meet the diverse demands of the Walsall community, while also freeing up valuable staff resources and enabling more effective ways of working. This is a clear testament that organisations of all sizes are recognising and investing in the clear operational and technological benefits that our open communications solutions deliver. ”