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Technology-enabled support centre for Alzheimer’s Society, the UK’s leading dementia charity
Tailor-made solution from FourNet and NICE offers high-tech help to people living with dementia
FourNet's solution architects worked hand-in-hand with Alzheimer's Society for more than a year to design, build, install and deliver a new care and support centre, which is already transforming the charity's dementia support services and fundraising capabilities for the long term.
A combination of best-in-class technology and customer experience expertise from FourNet and contact centre partners NICE, coupled with Alzheimer's Society's detailed knowledge of dementia and the guidance of those with lived experience of the condition helped to deliver a unique future-proofed solution designed to help the charity's support teams and those living with dementia.
Key Statistics
1
Cloud-based solution
5
Locations
150
Advisers
1,500
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The broad aim was to replace an existing outdated contact centre with a versatile omni-channel cloud-based contact centre solution for their frontline teams, and to migrate 900 staff onto a new softphone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.
Solutions
- 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.
Benefits
We thoroughly enjoyed working collaboratively with both FourNet and NICE on this unique solution and we expect this to be transformative for Alzheimer’s Society. FourNet have delivered an exceptional care and support centre for the Society, enabling our fundraising and dementia support services to have the latest technology at our fingertips. By harnessing the right technology for our needs, taking on expert advice, as well as input from people living with dementia we expect to be able to reach more people than before, offering a more bespoke and exceptional experience for our supporters and service users alike.
Jennie Mummery
Senior Supporter Engagement Manager, Alzheimer’s Society
An important aspect of this process for the Society was not just to find a suitable technological solution, but also to find a partner who understood our unique aspirations, and with whom we could continually develop and improve the solution as we go.
Paul West
IT Project Manager at Alzheimer’s Society
We are extremely proud of the strong bonds and collaborative partnership we have forged with Alzheimer’s Society. It’s been a truly immersive experience where we have learned how a person living with dementia sees the world and how their lives are affected and have designed a technology solution to remove as many of the obstacles in the customer experience journey as possible.
Amanda Henderson
Solution Architect, FourNet
This is one of the most important customer experience projects FourNet has delivered because we have had to understand not only our customer, but the everyday journey of those living with dementia. We were determined to deliver the best possible solution for people living with dementia and to ensure that Alzheimer’s Society has world-class technology capabilities to support their work, their fundraising and the community
Neil Reddin
Account Director, FourNet
This project exemplifies our core mission at NICE which is to use our state-of-the-art technology to drive exceptional customer experiences around the world. We are honoured to partner with FourNet and Alzheimer’s Society to deliver a solution that enables Alzheimer’s Society to reach more people with dementia than ever before. We’re proud to play a part in the Alzheimer’s Society’s important work in the community and can’t wait to see what they are able to accomplish.
Darren Rushworth
President, NICE InternationaL