Housing group moves to IP to improve services

Link Group upgrades communications network

Link Group, a socially inclusive housing and support organisation, has deployed ntl:Telewest Business’ Advanced Call Connect in its new contact centre in Falkirk as part of an ongoing programme to improve customer service.

The new dedicated contact centre allows customer calls to be managed more efficiently and effectively and staff to access centrally held data from any location via the web.

The system is accessed using a non-geographic number and gives Link Group complete control over its inbound calls. Ntl:Telewest Business has also installed an Internet Protocol Virtual Private Network (IP VPN), which will link its five offices and facilitate flexible working amongst its staff.

Glen Comyns, Link Group’s Information Systems Manager, said: 'The creation of a contact centre dedicated specifically to the needs of our customers will mean all calls can be answered swiftly and efficiently from one central location. We are already looking into expanding our IP VPN network to enable communication by all mobile users, including 40 housing officers and over 100 support workers across Scotland.'

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