Magenta Living, Wirral’s largest social landlord, has taken a bold step in its digital transformation journey by partnering with global cloud communications leader Vonage. The move replaces their previous phone system with an AI-powered telephony solution designed to deliver faster, smarter, and more personalised customer service.
With housing providers under pressure to improve tenant experience while driving efficiency, Magenta Living’s approach demonstrates how technology can deliver both, without losing the human touch.
The new system integrates seamlessly with Magenta Living’s customer database, enabling faster, smarter, and more personalised interactions to reduce wait times and improve first-contact resolution.
Features include:
- Instant screen pop up of customer details for quicker responses
- AI-powered note-taking to save time and reduce errors
- Enhanced call analysis for better insight into customer needs
- Convenient call-back requests for added flexibility
Why This Matters
Magenta Living’s previous phone system had reached the end of its life. Rather than simply replacing it, the organisation set out to find a solution that would transform the customer experience.
Through the Magenta Customers and Communities Committee (MCCC), customers were actively involved in the procurement process – from reviewing options to testing the new system. Their feedback shaped the final choice, ensuring the technology works for real people.
Sean Yewdale, Chair of the MCCC, said:
“The Committee is passionate about making sure Magenta Living gets things right for customers. Being part of the selection and testing process meant we could make sure the technology truly works for customers and colleagues alike.”
Luke Butler, Senior Account Executive at Vonage, commented:
“Magenta Living’s approach to technology is setting a new standard in housing. Their focus on customers and collaboration makes them a fantastic partner.”
Driving Innovation with Care
Magenta Living is proud to be a leader in using technology to improve housing services. From video remote assistance to AI training for staff, the organisation continues to innovate responsibly.
Karen Dooley, Interim Chief Operating Officer at Magenta Living, said:
“This isn’t just about new tech – it’s about making every conversation count. By using smart tools responsibly, we can provide a faster, friendlier service and dedicate more time to customers who need extra support. Importantly, our customers have been at the heart of this journey from start to finish.”
Looking Ahead
This telephony upgrade is part of Magenta Living’s wider digital transformation journey – which includes consolidating systems for efficiency, embedding Salesforce CRM for smarter customer management, and introducing AI training for colleagues to enhance service delivery and ensure Magenta colleagues have the skills they need to deliver for customers now and in the future.
