Challenge

BT is to deliver a cloud-based contact centre and unified communications solution to HBF, Western Australia’s largest health insurer.

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 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, at BT Global Services

Solution

The five-year deal provides HBF with a managed platform for 150 service advisors, with the ability to scale on demand for peak volume periods. The solution is based on a fully-hosted Avaya Aura® platform with Avaya Aura® Contact Center and Workforce Optimisation.

Completing its enterprise-wide upgrade, HBF also uses an integrated Microsoft Lync/Avaya unified communications solution for its general office and remote branch users.

Value

Tim Gentry, Managing Director, Australia and New Zealand, at Avaya says: “Managing social media engagement and multi-channel touch points for customers will help HBF set new standards for overall service in the industry. We are excited to be able to help meet these new objectives through cloud services with our partner BT.”

The integrated platform will be managed as a virtual private cloud and hosted in one of BT’s global data centres located in Perth, Western Australia.
David Pennycuick, General Manager – Distribution, at HBF confirms: “Implementation of the Avaya system at HBF has enabled us to serve our members more effectively, and personalise 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.”

Core services

  • BT Onsite Contact – featuring Avaya technology implemented as a private cloud-based solution
  • BT One Enterprise – Microsoft Lync/Avaya unified communications solution
  • BT Compute data centre services