Beyond Social Services

Topic : Team Efficiency
1-99 Employees
Customer Engagement

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Team Engagement

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“The Avaya team was very professional and really went out of their way to ensure it all went smoothly.”
—Ranganayaki Thangavelu, Deputy Executive Director,Beyond Social Services


Increased Productivity
Enhanced Collaboration


Beyond Social Services has been working with less privileged families in Singapore since 1969, providing long-term support and mentoring to help young people stay in school and out of trouble.
Today, the charity works with over 5,800 young people across 5 areas. Its new Avaya contact center supports communication with young people and their families by phone – making it easier to stay in touch more regularly and make the best use of volunteer time.
Singapore is renowned as a wealthy country. However, in addition to luxury condos, there are approximately 57,000 public rental housing units for low-income families. These are home to 45,000 to 55,000 young people under the age of 20.
It is recognized that young people from disadvantaged backgrounds are most likely to feel discouraged and experience a sense of alienation that gets them into trouble. Singapore Police Force statistics have revealed that 75% of youth offenders are from families whose monthly income is below $1500, while a report by the country’s subordinate courts found that 70% of female juvenile offenders came from families with a monthly income of less than $3,000.* 
* Sources: Criminal Investigation Department (1994) A Report on Criminal Behaviour of Juveniles in Singapore; The Subordinate Courts of Singapore (2006) Programmes & Services: Reaching out to the Juvenile


  • Need for updated phone system and simplified contact center to handle increased call volume


  • Easier for staff and volunteers to stay in regular contact with young people
  • Appointments and reminders can be made via phone – meaning fewer face-to-face visits are missed
  • Incoming numbers can be recognized, so families are called back even if their initial call is missed
  • Easier for young people to contact key workers, who now have individual voicemail accounts and direct lines
  • Conference call capabilities with internal and external parties and other collaboration features

Face-to-face Support

Beyond Social Services (Beyond) is an organization dedicated to helping disadvantaged young people and their families, and improving their life situation. Established in 1969, its purpose and approach have evolved over the years. It now focuses on providing young people with the long-term, ongoing support that will allow them to be contributing members of community.
Currently, Beyond supports more than 5,800 young people living in 36 government rental housing blocks across five different regions.
Until recently, this team worked predominantly face-to-face with their clients. Staff and volunteers visit them at home, encouraging them in their academic performance and helping them access activities and opportunities that would otherwise be closed to them.
Dozens of individuals – now employed and with positive futures – can testify to the value of its work.

Checking In

With just 53 full-time staff and its committed volunteer network, there were very practical limits to the level of face-to-face support Beyond could provide. Thanks to a new Avaya phone system, those limits are being cast off.
“The Avaya system makes it easy for us to get in touch with the young people in our network more often,” explains Beyond’s Deputy Executive Director Ranganayaki (Ranga) Thangavelu. “Unless we see them in their own neighborhoods, we may not see some young people for several months, and a lot could happen in that time. Now, we have more phone lines in our “call center”, and a new initiative called the Caring Caller program, so volunteers can call up and check in with the young people. They can ask if they are still attending school, find out how they are performing, invite them to participate in different activities and perhaps even anticipate problems.”
As well as providing a means of staying in touch, the Avaya call center supports the face-to-face work in other ways. “Before Christmas, we received a lot of donations of presents for the children,” Ranga recalls. “Volunteers called up families to schedule a home visit in advance. That meant the family and the young person would be at home when we came round with the donated gifts. Many volunteers who had made the call then came with us on the visit, and it helped further their connection.”



  • Avaya 4610 Series and 4620 Series IP Phones
  • Aura Communication Manager Release 6.3
  • Avaya Aura® Call Center Elite
  • Avaya One-X® Agent softphones
  • Avaya G450 Media Gateway
  • Avaya Basic Call Management Reporting Solution
  • Avaya Interactive Voice Response
  • Avaya Fabric Connect
  • Avaya Ethernet Routing Switch 4000 series

Enabling Expansion

An additional benefit of the phone system is that it can help support Beyond’s expansion, to work with more young people in more neighborhoods. “If we are no longer only reliant on face-to-face contact, we can support more people,” Ranga confirms. “We already use social media, but the phone offers a different kind of support.” With the Avaya system, staff members each have a direct line, so if a young person wants to contact their mentor or key worker, it’s easier. The system also records calling line identity, so if a call is missed, the Beyond team can return it.
“None of that was possible with our old system,” Ranga acknowledges. “Now we have lots of features we can use, including internal conference calls.” At this stage, Beyond is mostly using the basic features, but as familiarity with the system grows, they will be able to do more.

Professional Help

Beyond had been keen to use the telephone as a channel for contacting young people for some time, but with a limited budget and limited resources to research alternatives, the plan wasn’t getting off the ground. That changed after Beyond was selected as a community partner for global insurer Prudential’s Gravity program, that requires a team of leaders to assess a social issue and develop solutions. The program delegates had to complete a project and as Ranga recalls, “they asked us what our next goal was. We mentioned the call center, and they put us in contact with Avaya, and facilitated several meetings to scope the project.”
Though the system is relatively small – consisting of Avaya Aura® Communication Manager and Call Center Elite to serve fewer than 60 Avaya 4600 series IP Phones, a media gateway and some basic management tools – procurement and implementation was not rushed. “Avaya took the time to understand our needs,” says Ranga, “and pulled together a team of partners to complete the job. Our entire office had to be rewired, and we took the opportunity to double our internet capacity.”
“The Avaya team and their partners, Lantrovision and Jebsen & Jessen, were very professional and really went out of their way to ensure it all went smoothly.”
Avaya elected to install its pioneering Fabric Connect, using the Avaya Ethernet Routing Switch 4000 Series to provide not only greater capacity, but also increased flexibility and ease of maintenance. Today, Beyond benefits from secure network connectivity with up to 1 gigabit per second of data flow in the Beyond office. The network is also future proof: it supports the supply of power to any network connected device in the Beyond premises to enable easy Internet of Things connectivity as well as providing the base for Digital Transformation in the social services space.

About Beyond Social Services

Beyond Social Services is a charity dedicated to helping children and youth from less privileged backgrounds break away from the poverty cycle. They provide guidance, care and resources that enable families and communities to keep their young people in school and out of trouble. It is currently in contact with over 5,800 young people living in 5 public rental housing estates in Singapore.

  • Headquarters:

  • Singapore

  • # Employees:

  • 53

Beyond Social Services is a charity dedicated to helping children and youth from less privileged backgrounds break away from the poverty cycle. They provide guidance, care and resources that enable families and communities to keep their young people in school and out of trouble. It is currently in contact with over 5,800 young people living in 5 public rental housing estates in Singapore.

What our Customers are saying
“Avaya took the time to understand our needs and pulled together a team of partners to complete the job."

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  • Ranganayaki Thangavelu

  • Beyond Social Services