NHBC is the UK’s leading warranty provider and standard setting body for new build homes. As a non-profit distributing company, it reinvests all income in achieving its primary purpose – improving quality in house building to protect homeowners.
NHBC has positioned itself as an expert authority on the housing industry contributing to all aspects of the housing agenda.
NHBC has 4 locations across the UK in Milton Keynes, Belfast, London and Edinburgh and had deployed a large Avaya solution to support their 1000 employees. Some of their existing applications were coming towards the end of life so they had decided to replace them with the best technology available and needed some expert advice to help them make the right decision.
4net carried out a full site survey and system health-check – creating a series of reports that gave NHBC a full network topology covering all their equipment licenses, IP addresses, system stability recommendations and some historical reoccurring system faults.
4net Agent Workplace enhances the user experience of a contact centre agent. It is based on a flexible framework and a plug-in architecture in order to easily meet additional business requirements and integration to other business applications.
The application builds upon NHBC’s standard Avaya Contact Centre solution, leveraging the Avaya Expert Agent capability that they already operate within their contact centre. This is a significant contributor to the objective of maintaining and improving call quality and revenue-per-call, while also optimising call time for each transaction.
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“We felt that 4net worked the same way as we do here at NHBC. There is a greater synergy between the two companies, they understood our business more in the six months that we have been with them than our other provider did over the years of our contract.”
Mike Neve, Head of Service Delivery – NHBC