Britannic Technologies, specialists in business communications and managed services, today announced the delivery of Thrive Homes, a housing association with a cloud-based multi-channel contact center from Five9.

Thrive owns and manages over 5,000 homes across Hertfordshire, Bedfordshire, Buckinghamshire and Oxfordshire, providing much-needed homes for social and affordable rent, rent, shared ownership and private rent (through Thrive Places).

Thrive has embarked on a business transformation program to improve front-end and back-end services for both customers and staff, increasing agility and mobility. The organization is helping more people work remotely and recognizes that a one-size-fits-all model doesn’t fit the expectations of different generations. Through this program, they develop the role of technology to improve operational efficiency and effectiveness for both customers and staff. To achieve these strategic goals, the organization realized that the number of different applications they were using was complex and expensive to manage and was preventing them from achieving their goals.

Digital transformation = success

Thrive put out a tender and selected Britannic to develop and deploy their solution.

They have already introduced a web-based self-service feature that allows customers to access services when and where they want, such as paying rent, reporting repairs, etc. This, along with an improved multi-channel contact center, will free agents to focus on more complex areas, thus increasing efficiency and productivity.

Anne Beejum, Assistant Director of Client Services at Thrive Homes, “Britannic is a well-known and trusted supplier in the housing market, they shared our values ​​and presented a very strong tender response. We look forward to working with them to improve the service we offer to customers and modernize our contact centre, driving the organization forward and enabling us to achieve our goals.”

Reliable partners

Britannic is a well-known supplier to the housing market with over two decades of delivering communications platforms and contact centers to housing associations and working within the Procurement for Housing framework as well as G-Cloud and CCS Network Services 2. A recent partnership with Five9 develops their positioning in the housing market provides additional power and capabilities to intelligent cloud contact center solutions, helping to improve the tenant experience.

Jonathan Sharp, chief executive of Britannic Technologies, commented: “We are proud to be part of Thrive’s innovation and digital transformation and look forward to a long and mutually beneficial relationship. Housing is a sector we understand well and where we can add significant value by guiding housing associations on how they can use their existing technology and move to new technology to grow their business.”

Improving the customer experience

The contact center solution will also be integrated with Microsoft Teams and CRM Thrive via Britannic’s highly flexible netX2 SIP exchange platform to improve collaboration and data insights. Also, adding a payment service using a “Secure Pay” agent to improve online payments for customers.

“As a partnership, Five9 and Britannic share very similar, if not identical, values ​​and principles. Through our close ties and vast industry experience, we understand the challenges facing businesses, individuals and the technological innovations required to succeed in an ever-changing customer environment. Thrive’s digital transformation strategy exemplifies this spirit of innovation and in partnership with Britannic we are strengthening our presence in the housing sector. We are excited to be the technology that Thrive uses to support its employees, customers and clients.” Thomas John, Vice President of International Sales, Five9

Thrive Homes Thrive with Britannic Contact Centre Solution

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