HBF (News - Alert), Western Australia’s largest health insurer, has been delivering the best possible experience to its 900,000 members. Towards this, the company recently signed a five-year deal with BT Global Services (News - Alert), a division of United Kingdom telecommunications operator BT Group and the company that has been delivering a combination of communications and IT services.
The deal was signed for deploying BT’s cloud-based contact center and unified communications solution.
As per the terms of this agreement, BT will provide HBF with a managed platform for 150 service advisors, which will ensure them the ability to scale on demand for peak volume periods.
The solution is based on a fully-hosted Avaya (News - Alert) Unified Communications and Contact Center and Workforce Optimization platform. Completing its enterprise-wide upgrade, HBF also uses an integrated Microsoft (News - Alert) Lync/Avaya unified communications solution for its general office and remote branch users.
The integrated platform will be managed as a virtual private cloud and hosted in one of BT’s global data centers located in Perth, Western Australia.
“We have worked with Avaya to design and roll out a solution that transforms the way HBF manages its transactions and the way it serves very diverse customer profiles,” Kevin Taylor, president, Asia, Middle East & Africa, BT Global Services said in a statement.
“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," David Pennycuick, general manager, distribution at HBF noted.
HBF is said to have engaged BT because its technology that is believed to offer a robust platform from Avaya focused in solving multiple challenges that is sure to enhance member experience.
Tim Gentry, managing director, Australia and New Zealand, Avaya noted that managing social media engagement and multi channel touch points for customers will help HBF set new standards for overall service in the industry.
Edited by Peter Bernstein