BT Global Services (News - Alert) recently announced that it has signed a deal to provide unified communications and cloud-based contact center solutions to HBF (News - Alert), Western Australia’s largest health insurer, over the next five years. Per the deal’s terms and conditions, BT will provide HBF with a comprehensive managed platform, initially for 150 service advisors with a clause to scale up the numbers as required for managing high volumes during peak periods. The new deal is part of HBF’s initiative to upgrade its technology framework across the organization.
In a release, Kevin Taylor, president, Asia, Middle East and Africa at BT Global Services said, “As one of Australia’s leading health insurers, HBF is determined to deliver the best possible experience to its 900,000 members. We have worked with Avaya (News - Alert) to design and roll out a solution that transforms the way HBF manages its transactions and the way it serves very diverse customer profiles.”
BT will leverage Avaya’s Unified Communications (News - Alert) and Contact Center and Workforce Optimization technology to implement and manage the requirement for HBF. BT will deploy and manage the service for HBF as a virtual private cloud and hosted solution through its global data center located in Perth region in Australia. The current deal will enable HBF to better manage its social media and multi-channel engagements with its customers.
Speaking of the development, David Pennycuick, general manager for distribution at HBF said, “Implementation of the Avaya system at HBF has enabled us to serve our members more effectively, and personalize the member experience by expanding our touch points. Technology is a key driver in ensuring we manage this transformation and we engaged BT because their technology offers a robust platform from Avaya that solves multiple challenges and will enhance member experience.”
Edited by Blaise McNamee