ForViva Selects Amillan for Contact Centre Solution

PRESS RELEASE: Amillan has been awarded a contract to deliver a new multichannel contact centre solution for two ForViva group members. Based in the North West, City West Housing Trust and Villages Housing Association own and manage over 18,000 homes. Amillan’s solution is built upon Enghouse’s EICC, a market leading contact centre platform in the housing sector.

Multi-channel capability will give customers greater choice in how they engage with City West and Villages, with seamless telephone, e-mail, SMS, live webchat and social media communication channels all supported by the platform.

The chosen solution will also enable more efficient agent management and improvements in service quality via integrated call and screen recording, speech analytics and Teleopti workforce management modules.

Matt Jones, Director of Customer Operations at ForViva, said: “Customer satisfaction is at the heart of everything we do. We took the decision that an all-in-one multichannel contact centre system would help us improve this by enabling improvements to service delivery and extending customer access via a range of multimedia channels.”

Stuart Taylor, Account Manager at Amillan said: “Amillan is proud to be selected by yet another housing association to help improve how they engage and interact with customers. Based on our experiences with social housing providers, we understand the unique challenges they are facing and we design and deliver solutions which enable them to achieve their strategic goals.”

This procurement also places Amillan on a framework agreement for Contact Centre technology, which enables any social housing provider to directly award contracts for contact centre system equipment and software from the approved supplier shortlist, without the need for a complex public tender exercise.

With over 30 years’ experience of enterprise voice and contact centre solutions, Amillan has extensive expertise in working with housing associations. Recent successes include a complete Unified Communications and Multimedia Contact Centre solution for Futures Housing Group, as well as long standing relationships with Yorkshire Housing and Trent & Dove Housing.