Modern Communications

Provision of a Modern Communications Service will deliver a suite of services designed to:

• Transform customer communications (contact centre solution). • Transform colleague communications (enterprise communications). • Service support and contract management.

The Modern Communications Service will be a cloud based solution that enables L&Q to fully utilise all reasonable channels of communication (including but not limited to telephony, chat, SMS, social media platforms, dynamic webforms).

Expected benefits include: • Realtime communication with location independence • Enterprise voice capabilities for the existing L&Q instance of MS Teams • Faster response times to customers • Less repeat information (from customers) • 100% availability of customer contact information (e.g. last contact time & date) • Shift to more proactive contact with customers • Ability to review how customers feel about L&Q, and why (as the solution is integrated with the D365 CRM solution and enables L&Q to use MS cognitive services and Power BI for real time reporting)

The new Modern Communications Platform will be cloud based and enable L&Q Group to bring together contact from all channels (telephony, SMS, social media platforms, webchat, skype, dynamic webforms) in a modern, seamless way. The customer should never have to repeat themselves and L&Q should be able to respond quickly, shift to more proactive contact, always know the last time the customer contacted, why and how they feel about L&Q (as the solution is integrated with the D365 CRM solution and enables us to use MS cognitive services and Power BI to have real time reporting)