Phone System: Aspire Housing
Aspire Housing’s digital transformation was gathering pace — with a major IT infrastructure refresh and a shift to the cloud. Now the group wanted to create a digital workplace that would allow their teams to collaborate and connect with customers, regardless of location and device; but its legacy communications and telephony was an obstacle. Remote working was impossible for contact centre agents, simple IVR changes were problematic and new channels like self-service and webchat were out of reach.
This case study covers the challenges faced and the rewards of the service which was selected in early 2020, and the urgency to implement the service when the COVID019 crisis struck.