Case Studies
Home Sweet Home: Worthing Homes’ Digital Makeover for Better Living
- Worthing Homes
The Challenge.
Worthing Homes’ previous system was limited, with users relying on MiCollab softphone clients or traditional IP handsets, while Contact Centre agents managed call queues through the Mitel Ignite Web Client, restricting communication channels to phone-only.
Worthing Homes
The Solution
IPEX delivered the ‘IPEX for Housing’ solution, utilising 3CX technology as the core telephony platform. The solution included seamless third-party integrations as well as MS365 integration, Biometric voice authentication, on-call surveys, and more. Here are just some of the key benefits.
- PCI & DSS Compliant Payment Platforms
- Bespoke Hosted Telephony Solution
- Integrated Contact Centre Wallboards
- Built in LiveChat for the Website
- OmniChannel Functionalities including SMS, WhatsApp etc.
A test environment was established weeks before as a Proof of Concept that also enabled remote training, with progress calls and hands-on experience sessions. And, the day before installation, IPEX provided in-person training, ensuring all users were prepared.
On installation day, IPEX successfully ported Worthing Homes’ DID range onto the new system, with team members on-site to address any questions and make live adjustments.
The Results
Since implementing ‘IPEX for Housing,’ Worthing Homes has experienced a significant increase in effective communication between tenants and colleagues, enhancing the customer/employee experience through advanced features like IVR Routing, Queue Callbacks, and PCI DSS Live Payments – all increased efficiency and reducing workloads.
Plus, built-in reporting provided managerial staff with a holistic view of team activity, automatically tracking user activity and call volumes to enable details call traffic analysis.
Following the success of ‘Phase 1’, IPEX is planning to add advanced features like bespoke CRM integrations and advanced call recording with Sentiment Analysis
Head of Business Improvement
Similar Case Studies
"For us, what stood out most was the attention to detail offered by each IPEX team member as well as the complete cooperation experienced throughout which allowed us to wield the features, we had at our disposal to ensure that the system both met and exceeded our requirements throughout the initial phase of our hosted telephony transition.”