Paragon Community Housing Group selects Alcatel-Lucent Enterprise for Communications Infrastructure

Alcatel-Lucent Enterprise technology chosen after detailed scoring analytics managed by independent consultants

At a glance:

  • New infrastructure brings improved internal communications and contact with residents
  • Alcatel-Lucent and its Business Integrated Communication Solution selected based on independent communications consultant’s assessment of risk, quality and price
  • System integration, installation and maintenance of the solution done in partnership with South West Communications Group

Alcatel-Lucent Enterprise today announced that Paragon Community Housing Group has implemented a new converged communications system from Alcatel-Lucent Enterprise across its two main sites in Surrey and Middlesex. Paragon owns and manages some 9,000 homes including general needs homes, supported housing, care homes, key worker and shared ownership homes, and was looking to improve the quality of its customer care without risk. It worked with a leading independent communications consultancy to help evaluate suppliers using risk, quality and price scoring analytics. The results showed Alcatel-Lucent Enterprise to be the best supplier because of its Alcatel-Lucent Business integrated Communication Solution (BiCS) and quality implementation.

The new system upgrades Paragon's internal network by replacing all of the data switches and deploying an advanced contact centre that enables the Housing Group to interact with residents more quickly. The main area for improvement within Paragon's contact centre included enhanced queuing technology as well as improved menu options on inbound calls. The Alcatel-Lucent Enterprise solution also gives Paragon the ability to extract performance statistics on inbound and outbound calls on an individual and combined agent basis, plus the ability to evaluate performance in improving response-times.

South West Communications Group, the Exeter-based expert in business telephone systems, data centre services and data networks, was selected to deploy and manage the solution.

Spokespersons

Barry Alford, IT Manager for Paragon
"Paragon Housing needed an advanced communications system in order to improve our contact with residents, and through the first stage of implementation, we have already seen significant improvements.

"The new solution from Alcatel-Lucent Enterprise allows us to future-proof the business by enabling us to provision for mobile working as our business continues to expand and develop, something that's key in our investment in new technology."

Neal Humphrey, Direct Touch Account Manager at Alcatel-Lucent Enterprise
"In the housing industry, communication with residents is a key factor for improving the business. Implementing the BiCS platform helps Paragon to cost effectively improve communications across the whole business. Additionally, the update to Paragon's internal network gives the future ability to integrate applications, such as presence, with the existing telephony. But this is an approach that is not only crucial in the housing sector, but for any organisation in any market."

Sarah Flowers, Sales Director at South West Communicaitons Group
"We were delighted to be selected for this contract with Paragon Community Housing Group. As a provider of a range of communications solutions, we were in the fortunate position of having designed installed and maintained telephone and data solutions for a number of housing associations that have enjoyed improved call handling ever since."

For more information, please contact:
Claire Grant
IBA, PR for Alcatel-Lucent Enterprise
Tel: + 44(0)1780 721 433
Email: cgrant@iba-international.com

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