Key Statistics


Cloud-based solution






Weekly calls to Dementia Support Line

In May 2022, Alzheimer's Society selected FourNet after embarking on a procurement exercise to acquire a new cloud-based support centre and telephony system to support their fundraising and dementia support services.

The broad aim was to replace an existing outdated contact centre with a versatile omni-channel cloud-based contact centre solution for their frontline teams, and to migrate 900 staff onto a new softphone application.

Built in collaboration with FourNet's cloud contact centre partners, NICE, the contact centre solution was tailor-made to ensure best-in-class support for people living with dementia, with key input to the design from people with lived experience through Dementia Voice, Alzheimer Society specialists and their Dementia Friends programme.

The bespoke FourNet and NICE CXone contact centre solution supports the Society's core fundraising and dementia support services across its operations including sites in Birmingham, Norfolk and Warrington as well as its offices in Northern Ireland and Wales.

Typical contact centre solutions would not have suited the Society or those it supports because of the needs of people living with dementia.

Tech and contact centre solution required to be "dementia-friendly" – i.e., improving average call handling times, which might benefit other organisations, was not a priority.

Designing a solution without clinical or lived experience of dementia was challenging and required sales, technology and customer experience teams to be immersed in the detailed final design and learn the correct dementia-related terminology.

CX enhancements and the CX journey required approval not only by Alzheimer's Society teams – from senior leaders to agents – but support group Dementia Friends.

It was crucial that go-live across all sites did not impact support services to those living with dementia.


  • NICE CXone Omnichannel Contact Centre.
  • NICE CXone Interaction Analytics.
  • NICE CXone Workforce Management.
  • NICE CXone Agent for Salesforce.
  • FourNet Agile Cloud with Microsoft Teams Direct Routing.
  • FourNet Agile Cloud SIP Trunk Call Manager with Analytics.


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