The society will use Avaya’s Cloud Office by RingCentral to host and record customer video calls, as well as store and manage historical data for reporting within a cloud environment.

The cloud communication solution operates on a single platform and provides communication channels for 100 users across its branches as well as remote working. It also enables full visibility of calls for senior management.

The society will have access to RSI Shadow Analytics for call reporting and real time notifications.

New features can also be added, which will allow the Marsden to adapt to new business or compliance requirements. 

Following a full review of its existing communications systems, the Marsden concluded that its 15-year-old on-premises IP phone system had reached the end of life. 

The company said it needed a solution to meet its current needs, allowing for growth and a flexible remote working option as well as business continuity in the face of unexpected global events.

Marsden Building Society head of business change and IT Brian Morrison says: “Avaya Cloud Office provides us with a flexible and resilient telephony solution. Administration, including producing management information, has been found to be straightforward. Since implementation, our users have provided lots of positive feedback – they like the system and find it intuitive to use.”