Case Study: Newport City Homes achieves improved resident experience and contact-centre efficiency with Alvaria (Aspect Unified IP)

Enhances Microsoft unified communications deployment with state-of-the-art Aspect contact centre platform

Newport City Homes (NCH) is a UK not‑for‑profit housing association serving over 10,000 residents. After its 2009 formation the new IS team had to build a complete technology infrastructure for ~350 staff and deploy mission‑critical systems while scaling a resident service centre whose call volumes surged from ~300 to as many as 1,200 calls a day. NCH needed a telephony and contact‑centre solution that integrated with its Microsoft‑based CRM and supported advanced routing, presence and management reporting.

NCH implemented Microsoft Lync for VoIP and presence, Microsoft Dynamics for CRM, and the Aspect Unified IP contact‑centre platform for wallboards, skills‑based routing, call recording and detailed MI. The integrated solution improved customer experience and first‑call resolution, empowered agents with CRM data and presence to reach experts quickly, and gave managers faster, data‑driven decisions and scheduling flexibility. It now handles thousands of monthly interactions and provides a foundation for workforce optimisation, automated outbound dialing, callbacks and multichannel contact handling.

Newport City Homes

Sian Brown

Resident Services Manager