FourNet and the Alzheimer’s Society are celebrating a gold award win at the European Contact Centre and Customer Service Awards (ECCCSA) 2024, in recognition of the support being offered to those living with dementia and their carers, that incorporates a bespoke cloud-based care centre.
The two partner organisations took the top prize in the category for Best Approach to Supporting Vulnerable Customers (In-house).
Both FourNet and the Alzheimer’s Society were nominated for the support centre which uses technology to transform fundraising and dementia support services and enhance the charity’s inclusive approach.
Built in collaboration with FourNet’s cloud contact centre partners, NICE, the tailor-made solution has been designed to ensure ongoing support for people living with dementia.
FourNet designed the new centre and telephony system to replace an outdated contact centre setup with an omni-channel system for frontline teams, and migrating 900 staff onto a new softphone application.
Typical contact centre solutions would not have suited Alzheimer’s Society or those it supports.
Instead, FourNet’s solution enhances the charity’s inclusive approach thanks to the detail considered in designing the system, including soothing on-hold music that minimises upset to a person with dementia, and sentiment analysis to identify vulnerable callers.
Key input to the design came from people with lived experience through Dementia Voice, Alzheimer’s Society specialists and their Dementia Friends programme.
Amanda Henderson, Solution Architect at FourNet, said: “FourNet designed and delivered a bespoke solution which is considered to be the first dementia-friendly contact centre in the UK.”
Sian Arthur, Dementia Support Line Manager at Alzheimer’s Society, said: “We hope that our win highlights to other organisations how our unique dementia support service is harnessing technology, expert advice and input from people living with dementia, along with helping to transform our support services and fundraising.”
The ECCCSAs awards recognise global organisations that are delivering exceptional service to customers, continually improving their experience, and operating efficiently.