BT delivers cloud-based contact centre solution to HBF

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

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 Unified Communications and Contact Centre and Workforce Optimisation platform.

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

“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,” said David Pennycuick, general manager – Distribution at HBF.

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.

“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,” said Kevin Taylor, president, Asia, Middle East & Africa, BT Global Services.

“Managing social media engagement and multi channel touch points for customers will help HBF set new standards for overall service in the industry,” said Tim Gentry, managing director, Australia and New Zealand, Avaya.

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