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    Establish welfare

    Harness customer feedback to shape future decisions that will have a positive impact.

    Manage campaigns

    Let your customer services team focus their time and attention where it really matters.

    Gain feedback

    Understand how you’re performing in the eyes of tenants in real-time and at scale with instant surveys.

    Trusted by the sector

     

    Why Engage?

    Why Engage?

    • Automate bespoke outbound engagement to your tenant and residents

    • Surface customers who really need to speak to your team

    • Improve engagement KPIs and streamline operations

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    Our automated platform sends voice calls or SMS messages to offer options to engage with your team or capture customer feedback. This enables your officers to spend more time focusing on tenants who require manual intervention, driving positive outcomes for both parties.

    Use cases include: General organisation satisfaction, net promotor score measuring, welfare related activity such as silent customer check-ins, and one-off engagement campaigns like financial inclusion checks.

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    How Engage works

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    Automate

    Automate outbound engagement with tenants who require contact or feedback.

    Facilitate

    Facilitate engagement with tenants by providing options for conversation or feedback.

    Maximise

    Maximise the use of Voicescape technology outside of other core products.

    Transfer

    Transfer live calls into internal customer locations for further interventions.

    View

    View live results of calling activity and response information in a single dashboard.

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    What do our customers say?

    The huge increase in claims caused by the pandemic resulted in engagement challenges with staff needing to make more manual calls. Voicescape Collections immediately allowed us to have quality conversations with customers who needed more in-depth engagement. Our customers now receive the support and positive outcomes they need.

    Tansy Crowley-Sweet

    Income and Residential Property ManagerWHG

    Read Case Study >
    “Voicescape has allowed us to take a much more proactive approach to the way we do compliance. We’re now able to quickly identify people who are vulnerable or need extra support. The impact Voicescape Compliance has had on staff morale has also been significant.”

    Mitchell Bates

    Service Improvement and Performance OfficerSouth Tyneside Homes

    Read Case Study >
    The huge increase in claims caused by the pandemic resulted in engagement challenges with staff needing to make more manual calls. Voicescape Collections immediately allowed us to have quality conversations with customers who needed more in-depth engagement. Our customers now receive the support and positive outcomes they need.

    Tansy Crowley-Sweet

    Income and Residential Property ManagerWHG

    Read Case Study >
     
    Success Story

    Thirteen Transform Tenant Engagement with Personalised Automated Campaigns

    Managing 36,000 homes across the North East, Thirteen Housing Group faced growing challenges in keeping engagement meaningful while balancing rising demands. From tackling damp and mould cases under tighter regulations to managing complex tenancy processes like terminations, their teams were stretched - with limited insight and too much time lost to manual outbound calls. They knew they needed a smarter, more scalable way to connect with tenants and free up time for the support that mattered most. The answer? Voicescape Engage.

    20

    Hours saved a week in colleague time

    50%

    Reduction in callbacks

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    Want to find out more about Engage?

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    Browse our other solutions

     
     
    Collections cluster 1

    Collections

    Collections helps to streamline the rent collection process and the automates the vast number of tasks required to reach customers in arrears. Allowing officers time to focus their efforts on tenant engagement.

    View Solution
    Complianceing1

    Compliance

    Helping you meet your obligations by automating the way you book, confirm and reschedule tenant visits through engagement. This helps to reduce no access and improves overall efficiency. 

    View Solution
    Wellbeing

    Wellbeing

    Allow your sheltered housing residents to self-identify their wellbeing every day, giving them more independence and you more time to focus on caring for those who truly need it. 

    View Solution
     
    Collections
    Collections for Revs & Bens Collections helps streamline the debt collection process and the automates the vast number of tasks required to reach residents in arrears whilst not overstretching your existing Revenues & Benefits team resources. Allowing more time for higher quality, proactive conversations that drive successful outcomes and avoid costly escalations. 
    View Solution
    Engage
    EngageConfigurable solution designed to deliver powerful results. Transform any costly and ineffective outbound calling activity into productive inbound calls or actionable insights.  Landlords are increasing using this technology to manage and monitor current and historic damp and mould cases or helping you to reach TSM targets. 
    View Solution
    Collections
    Collections Collections helps to streamline the rent collection process and the automates the vast number of tasks required to reach customers in arrears. Allowing officers time to focus their efforts on tenant engagement.  
    View Solution
    Complianceing1
    Compliance Helping you meet your obligations by automating the way you book, confirm and reschedule tenant visits through engagement. This helps to reduce no access and improves overall efficiency. 
    View Solution
    Wellbeing
    Wellbeing Allow your sheltered housing residents to self-identify their wellbeing every day, giving them more independence and you more time to focus on caring for those who truly need it. 
    View Solution
     
     

    Frequently asked questions

    What type of onboarding and customer support is included with this service?

    We know that the customer on-boarding process is particularly important to making sure you get the best results from using Voicescape. Our On-boarding Team will therefore guide you through the product to get you started, at which point your dedicated Customer Success Manger will take over the relationship to maintain continuity of service but also ensure you are achieving your goals.

    Can Voicescape Engage be used for one-off campaigns?

    Organisations can benefit from Voicescape managing the campaign for them. The service can be used to understand whether a tenant still requires financial inclusion support or to identify whether users who have been on the housing list for some time still require housing.

    How is data uploaded?

    Data can be uploaded via Secure File Transfer Protocol (SFTP) – a secure version of File Transfer Protocol (FTP) – or manually uploaded in the Voicescape customer portal.

    How are Voicescape Engage’s outbound calls made?
    Voicescape’s Managed Service Platform (MSP) enables voice communications to be made on behalf of the organisation. Once the data has been validated and scheduled by the MSP, requests for outbound calls are made according to the campaign type.
    Are you on GCloud procurement framework?

    Yes. Public sector bodies have been successfully procuring Voicescape solutions since 2010. This makes it quicker and usually cheaper for your procurement team to purchase Voicescape services, and provides you with the secure knowledge that you will be getting the best-in-class digital solution available via a more cost effective, fully transparent and legally compliant pre-tendered procurement framework.

     
    What kinds of customer insight campaigns can be run?

    Voicescape Engage is mostly used to assist organisations in capturing feedback from customers that is not generated by a transaction occurring, such as a repair or an interaction with the contact centre. Example use cases include policy consultations, general satisfaction, NPS, estate management, communications preference, money advice, customer involvement and digital inclusion.

    Connect With Your Communities

    Harness the power of digital technology, behavioural insights and data
    science to put you in touch with the right people, at the right time, in the right way.

    Our Solutions

    Collections

    Collect rent arrears with ease

    Whether it’s CTA or FTA, utilise automation to encourage customers to get in touch with you and release your income team’s capacity so they can work on the most complex cases.

    From outbound to inbound

    Outbound calls are time-intensive and unproductive. Build trust through technology so customers reach out to you.

    Tailor your services

    By investing in customer relationships, you can better understand their challenges and find solutions that best suit their needs.

    Do more with less

    Automating manual processes gives your team back valuable time to engage effectively with more of their caseload.

    Learn more about collections
    Caseload Manager

    A major step change in the intelligent automation of arrears caseload management

    Make personalised, automated interventions that are more likely to achieve the optimum outcome for you and your residents.

    Predict behaviours

    Ingest and analyse all your resident data and identify risks

    Automate interventions

    Intelligently route interventions where cases can be handled automatically

    Maximise engagement

    Drive optimal engagement with every resident, every time!

    Learn more about caseload manager
    Compliance

    Supercharge your inspection and compliance regime

    Utilise digital technology to meet your property maintenance statutory obligations. Book, confirm and reschedule appointments effortlessly with an automated solution that drives efficiency.

    Increase compliance visit bookings

    Engage tenants who due are gas and electrical safety visits, appointments and inspections and drive up compliance visit bookings by 250%.

    Create an audit trail

    Easily refer back to a comprehensive audit trail that outlines each engagement attempt

    Cut costs

    Remove the cost of sending letters to book, confirm and reschedule appointments and reduce ‘no-access’ visits.

    Learn more about compliance
    Feedback

    Get a clearer picture of how tenants feel

    Ask customers for feedback at the point of service delivery. Solve problems quickly, satisfy customers and strengthen relationships across the board.

    Make data-driven service improvements

    Collate feedback and use it to make decisions that make a noticeable difference to tenants.

    Track performance

    Send instant surveys, set targets and track KPIs so you know exactly how your tenants think you’re performing.

    Free up resources

    Give your customer service team resources and time back to focus their efforts where it really matters.

    Learn more about feedback
    Engage

    Easily run campaigns with multiple use cases

    Roll out ad-hoc campaigns to capture feedback and establish non-transactional engagement, such as tenant welfare, using your existing resources.

    Establish welfare

    Identify tenants most in need of support

    Manage campaigns

    Run campaigns with multiple use cases

    Gain feedback

    Provide options for conversation and feedback

    Learn more about engage
    Wellbeing

    Technology that assists independent living

    Automate daily welfare checks and free your sheltered housing teams to engage residents with the greatest need.

    Allocate resources effectively

    Easily identify the people who are most in need of support and allocate your resources accordingly.

    Give residents control

    There’s no need for residents to wait by the phone for a daily call. Give them the freedom to choose how and when to be contacted.

    Build good relationships

    This freedom will lead to more sustainable, positive relationships with residents, making future engagements quick and painless.

    Learn more about wellbeing

    We’ll help you…

    Connect with your communities, strengthen relationships and build sustainable tenancies.

    Create a culture of innovation based on a people-centred approach

    Reach the right people — at the right time — with the right message

    Award winning services

    Simple and streamlined integrations

    Voicescape’s product stack is developed to work with all popular technologies to make setup seamless. Whatever housing management, asset management, predictive analytics or telephony systems in the ecosystem you already have, Voicescape arrives with the ability to share information between platforms.

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