Futures Housing Group selects Amillan for unified communication and contact centre solution

Futures Housing Group has selected Amillan to deliver an integrated Unified Communications and Contact Centre solution, as part of the Housing Association's strategic vision to better engage with their customers and provide excellent service delivery.


Futures Housing Group provides more than 9,000 homes across the East Midlands, with three main office sites and a workforce spread across the region.


As a forward thinking organisation, Futures Housing Group was keen to implement a new communications environment that would not just allow all staff to benefit from cutting edge mobility, collaboration and flexible working capabilities, but also extend multimedia functionality externally to enable better engagement with its customers and partners.


The chosen solution of Microsoft Skype for Business, with integrated Enghouse EICC contact centre will deliver communication and productivity improvements throughout the organisation via voice, email, instant messaging, video and desktop sharing/collaboration. Customers will have greater choices in how they communicate with Futures Housing, including telephone, e-mail, SMS, live webchat and via social media, supporting the Group's vision to allow its customers to help shape and develop their products and services.


Gavin Hitchcock, Head of ICT for Futures Housing, said: "Providing effortless customer experiences is important to us, so this project marks a major step forward in our ability to improve how we engage and interact with customers. Amillan's understanding of our communication requirements within the broader context of the Group's strategic plan gave us confidence in their ability to deliver a technology platform which will evolve how we provide our services in a more customer-focused way."


Richard Reid, Director at Amillan, said "Futures Housing Group is a vibrant, agile and innovative Housing Association, leading the way in community access and engagement by embracing new technology that will improve services for both their tenants and staff alike. We look forward to working with Futures to deliver a Unified Communications and Contact Centre solution which will underpin their services and enable them to achieve their strategic goals."


With over 30 years' experience in the design and delivery of enterprise voice and contact centre solutions, Amillan has a proven track record of working with housing associations, including long standing relationships with Yorkshire Housing and Trent & Dove Housing, which have seen both organisations benefit from true productivity and community engagement gains.