Midland Heart is one of the top ten housing and care organisations based in the UK.
As well as providing and maintaining homes for more than 70,000 people, Midland Heart supports those who need help to live independently, assisting in regenerating communities and helping an individual to discover their own abilities.
Midland Heart had an Avaya Communication Manager (ACM) with 2141 Station Licenses in place that provided the telephony and contact centre functionality for the business. The main switch, sited at the Head Office in Bath Row, Birmingham, provided centralised telephony services across 8 locations.
The age of the system and its software level began to create problems for them particularly in the key areas of Customer Services and Income Recovery where they needed to expand the business. The end of life software level also meant that Midland Heart were not able to receive the correct level of technical support that they required from Avaya.
Midland Heart decided to remain on the Avaya platform and upgrade to the latest versions available. They upgraded to the Avaya Aura Communication Manager 6 platform, which catered for an initial 2,000 users within the business with 150 contact centre agents and call recording for 500 users.
Steve Elliott, Midland Heart’s Infrastructure Manager said: “We are really happy with Avaya OneX. This is an essential tool for our Agile Working initiative. One X will be our solution of choice as we move close down one of our Birmingham offices and move all our staff into the head office. We will have challenges with the building capacity so it makes sense to look at hot desking, home working, virtual contact centres and remote offices with One X.”
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“I am protective of my relationship with 4net. I don’t go for price but expect them to continue to provide me with the high level of service I currently receive. I would give them a very rare 10.”
Steve Elliot – Infrastructure Manager, Midland Heart