Both contracts are based on Avaya’s fully-hosted Unified Communications and Contact Centre and Workforce Optimisation platform.
The five-year HBF deal provides Western Australia’s largest health insurer with a managed platform for 150 service advisors, with the ability to scale on demand for peak volume periods. Completing its enterprise-wide upgrade, HBF also uses an integrated Microsoft Lync/Avaya unified communications solution for its general office and remote branch users.
The HBF integrated platform will be managed as a virtual private cloud and hosted in one of BT’s global data centres located in Perth.
“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.”
Under the Western Power contract, BT will provide the utility, which is one of the biggest independent electrical grids in the world, with its Customer Experience Platform (CEP) underpinned by Avaya’s contact centre technology. The CEP solution - an enterprise-class, secure and scalable platform helping organisations integrate latest contact centre technology - will enable Western Power to grow in both size and functional requirements.
Kevin Taylor, President, Asia, Middle East & Africa, BT Global Services, said Western Power and its customers would benefit from the “flexibility in services and capacity offered by an on-demand Cloud-based platform.”
“Customers will now be able to contact Western Power through a broader range of channels while benefiting from the same consistent world-class service across all of them, including fax, phone, email, social media, webchat or smartphone-friendly web forms.”
Taylor said the contract would bring Western Power’s customers a “brand-new customer experience through a full-suite multimedia contact centre.”
“The customer experience will greatly benefit from this unified communications approach. It will help accommodate the preferences of all demographics and give the same priority and treatment whatever access point is chosen. This is designed to deliver a truly holistic approach to customer experience. The platform also allows Western Power to effectively handle very high call volumes from its customers by managing “avalanche scenarios” in case of sudden surges of requests, for example at times of natural disasters.”
Ben Oxford, Section Head Customer Service of Western Power said “A comprehensive and multichannel contact centre that can provide customers with an integrated experience is essential to our growing population.
“BT’s proven track record of managed services, strong reputation as a sustainable company, and the deployment of Avaya’s innovative solutions makes this an ideal partnership. We are aiming very high with this project and have full confidence in the BT-Avaya partnership to optimise technology to reduce operating costs and help us deliver the best service to our customers.”