Porchlight, a charity supporting people with housing, mental health, education and employment-related issues has worked with Unify Communications to implement cloud-based contact centre technology (integrated with Salesforce) and a hosted telephony solution.
With LiveOps Cloud supplying the contact centre solution and Gamma providing the Horizon phone system, the project saw Porchlight revolutionise their operations overnight and make a life-changing difference to the service they provide. The central referral line, Porchlight’s main service is now connecting more calls than ever with workload being evenly distributed, advanced call queueing and routing in place and the ability for Porchlight to intelligently allocate resources thanks to real-time visibility and analytics. Calls are also easier to handle thanks to screen pops, displaying information from Salesforce such as a caller’s name, history and notes as soon as a call comes in.
The whole project was overseen by Unify Communications, who reviewed Porchlight’s operations and made recommendations on technology to implement based on their objectives. They then managed the implementation including the integration with Salesforce, and continue to support Porchlight on an ongoing basis. Henu Cummins, Community Services Manager at Porchlight had this to say about the project:
“What Unify have done is take our existing service, streamline it and make it (us) far more efficient. We felt completely and utterly supported by Unify at all times during the process, and continue to now we’re up and running. I know we aren’t their only customer but we were really made to feel like it – the team were at the end of the phone whenever we needed them, they were always calm and professional and an immediate resolution or answer to a query was always offered. The service we’ve received has far exceeded our expectations; it’s been absolutely phenomenal.”
For more information on the background to the project, challenges faced and the results click here to be taken to the full case study.