West Kent Housing Association operate in south east England where there is a high demand for housing of all tenures but insufficient supply.
West Kent is in business to help create thriving and sustainable communities and neighbourhoods across Kent. Their principal activities are the development, management and maintenance of affordable homes, and the provision of support for elderly and vulnerable people who need extra help to remain living independently in their own homes.
West Kent required a new, modern integrated platform that would fully enable communication across departments and with customers through a variety of channels. The platform needed to blend traditional telephony with contemporary channels. The new system would replace West Kent’s PBX and contact centre solution which had been in place for 10 years. The requirement was to supply, install, implement, customise, integrate, support and maintain all the necessary hardware and software to provide a communications system which interfaced with a number of core business systems.
Implementation of an IPFX Telephone Communications System. This involved design of the system and associated software, to interface and integrate with existing software applications and ICT Infrastructure.
This was followed by project managed implementation of the platform, working with the ICT project team to provision end users. Communicate Better provided system administration documentation and training on the system to both end users supervisors and ICT staff.
IPFX is very easy to use and staff made it clear that, after a short time using it, they came to rely on it very quickly. We now have a reliable and flexible unified communications system that can adapt to our changing business needs and ultimately enhance customer service. Communicate Better have continued to advise and support us to develop, getting the best out of the IPFX solution.
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