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Avaya and Touchbase Deliver Contact Centre Solution to BUPAAustralia Health Insurance

  • A$800,000 win provides enhanced customer service, laysfoundation for multimedia contact centre capability

Avaya Inc. (NYSE:AV), a leading global provider of communicationsnetworks and services for businesses, today announced that BUPAAustralia Health Insurance has chosen a range of Avaya telephonyand contact centre solutions for its contact centre located inMelbourne. The A$800,000 deal was sold and will be implemented byAvaya Gold BusinessPartner Touchbase, and will provide increasedfunctionality for staff and faster, more efficient service tocustomers.

Avaya Inc. (NYSE:AV), a leading global provider ofcommunications networks and services for businesses, todayannounced that BUPA Australia Health Insurance has chosen a rangeof Avaya telephony and contact centre solutions for its contactcentre located in Melbourne. The A$800,000 deal was sold and willbe implemented by Avaya Gold BusinessPartner Touchbase, and willprovide increased functionality for staff and faster, moreefficient service to customers.

For BUPA Australia Health, the planned move to new premisesmeant it needed entirely new telephony and IT systems. The companychose Avaya Business Advocate to intelligently select a contactcentre agent's next interaction based on objectives previouslydefined by BUPA Australia Health, as well as the Avaya S8700 MediaServer to support distributed IP networking across its network andcentralised call processing across multi-protocol networks. Thecompany's contact centre houses up to 150 agents and handles callsfrom all over Australia.

BUPA Australia Health, which is responsible for the healthinsurance interests of nearly one million Australians, also hasplans to implement IP telephony across its branch network. Theseplans include connection of its South Australian head office via IPtelephony to provide an effective disaster recovery solution,savings on call costs and support for call centre agents.

When capacity at the contact centre is exceeded, IP telephonyalso will enable BUPA Australia Health, to engage additionalmulti-skilled agents via IP telephony from BUPA Australia and otherBUPA centres around the world, creating a virtual contact centre.BUPA Australia Health also evaluated Avaya Interaction Centre, andplans to implement the solution to provide multimedia capability,with web and email interactions for customers.

"Avaya's ability to provide a solution that allows us to mixtraditional and IP telephony, as well as giving us a roadmap formultimedia contact management with short term ROI, were importantfactors in our decision," said Julian Butler, network systemsmanager, BUPA Australia Health. "This solution was the best fitwith our business needs and the ability to network in additionalagents when needed will give us great flexibility."

BUPA customers also will benefit from skills-based routing whichdistributes incoming calls to the most appropriately skilled agent.If the most appropriate agent is not available, Avaya BusinessAdvocate evaluates the predicted wait time and either sends thecall to the next agent, or places it on hold for that agent.

"Prior to implementing this solution we couldn't evaluate waittime and were allocating calls in a very rudimentary fashion. TheAvaya solution has enabled us to drastically improve the service weprovide to customers," Butler said.

"Touchbase is committed to delivering solutions that provide thebest results for our customers, and the best fit for theirbusiness," said Simon Payne, general manager, Touchbase Australia."With this new contact centre solution, BUPA Australia Health willbe able to realise cost savings across its call centre."

Sunny Rao, general manager, Enterprise Solutions, AvayaAustralia said the new contact centre solution and telephonyinfrastructure being implemented by BUPA Australia Health will helpensure the company's communications capability is flexible enoughto cope with future changes.

"Avaya's portfolio of solutions enables the combination of bothtraditional and IP telephony which allows businesses to find thebalance that suits them. The contact centre solution beingimplemented by BUPA Australia Health also provides reduced calltimes, call abandons and call backs for agents. This will result inoverall improvements in staff productivity as well as the level ofservice extended to customers," Rao said.

About Avaya
Avaya Inc. designs, builds and manages communications networks formore than 1 million businesses worldwide, including 90 percent ofthe FORTUNE 500®. Focused on businesses large to small, Avaya is aworld leader in secure and reliable Internet Protocol (IP)telephony systems and communications software applications andservices.

Driving the convergence of voice and data communications withbusiness applications — and distinguished by comprehensiveworldwide services — Avaya helps customers leverage existing andnew networks to achieve superior business results. For moreinformation visit the Avaya Web site:

About Touchbase
Touchbase is a global technology services company specialising inCustomer Interaction Management and Converged CommunicationNetworks. We work with clients to drive tangible and measurablebusiness improvement through technology utilisation. Whether abusiness needs to reduce costs, increase productivity, retain anddevelop customers or expand market share, our technology solutionsare focused on return. In tandem with this, our global coverage,consistent proposition, proven methodologies and unique attitudeall contribute to ensuring an exceptional client experience.Touchbase is an alliance partner with Computer Associates and acoveted Gold Business Partner with world leading manufacturerAvaya. Touchbase works with over 600 clients — including 45% of thelargest global organisations (Business Week, 2002) — to help themto drive greater value from technology investment. Since foundationin 1992, Touchbase has grown exponentially, and now has 19 fullyfunctional operations across Europe, Asia Pacific and NorthAmerica.

For more information about Touchbase, visit

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