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PrefSure Insures its Business Success with Avaya IP Office


Customers have come to expect instant satisfaction when calling anyorganisation. PrefSure Holdings Pty Ltd (PrefSure) is now able todeliver real value to its customers using Avaya IP Telephonysolutions.Customers have come to expect instant satisfaction when calling any organisation. PrefSure Holdings Pty Ltd (PrefSure) is now able to deliver real value to its customers using Avaya IP Telephony solutions.

Avaya (NYSE:AV), a leading global provider of business communications software, systems and services and Pangaea Solutions, an Avaya BusinessPartner, designed and implemented the new contact centre solution for PrefSure giving them the ability to answer calls quickly and by the most appropriate person. Using sophisticated routing capabilities, Avaya Compact Contact Centre, a component of Avaya IP Office, identifies incoming calls and distributes them to the most qualified person available thereby improving operational efficiency and staff productivity. Avaya IP Office is an all-in-one solution specially designed to meet the communications challenges facing small and medium sized businesses. Built on Avaya's latest advancements in converged voice and data technology, small to mid-sized businesses such as PrefSure can benefit from many of the advantages sophisticated communications deliver to their operations.

"The Avaya IP Office solution will enable PrefSure to effectively handle incoming calls for over ten different business pisions, allowing us to clearly identify each class of call and distribute it to the relevant personnel in the first instance," Annette Croft, Facilities Consultant for PrefSure. "This minimises the need to transfer calls internally, which in turn saves staff time and provides superior customer service."

Having recently acquired Lumley Life, PrefSure was faced with the challenge of relocating the combined businesses to new premises in the Sydney CBD. PrefSure selected Avaya Compact Contact Centre in a strategic move that enabled the combined companies to efficiently handle calls from existing business clientele of both PrefSure and Lumley Life.

The Compact Contact Centre software is licensed for five supervisor positions, with a monitoring capability for up to 75 agents.

In addition, by utilising the advanced reporting functionality of Avaya Compact Contact Centre, PrefSure has achieved increased visibility and a better understanding of its call centre activity giving management the market intelligence it needs to improve operational efficiency and customer service levels.

"Avaya Compact Contact Centre provides real time information and historical reporting measures such as call volumes, time taken to answer calls, agent availability and call activity," said Richard Carter, managing director, Pangaea Solutions. "This wide range of reporting provided by the Avaya solution enables supervisors to instantly monitor call flows and quickly adjust staffing levels to ensure calls are answered by appropriately qualified personnel with minimum delay."

Mark Wood, sales director, Small and Medium Business Solutions Group, Avaya, Asia Pacific & Japan said: "The acquisition of Lumley Life had the potential to add considerable strain on the combined company's contact centre capabilities so to avoid such pressure, PrefSure selected the Avaya IP Telephony solution. This is a clear demonstration that no matter what the size of the organisation, Avaya has the technology to fit. The sophisticated reporting and routing capabilities delivered by the Avaya solution will enable PrefSure to increase the efficiency of staff and ultimately deliver faster, more efficient service."

About PrefSure
PrefSure Holdings Pty Ltd - The merger of Lumley Life with the highly successful PrefSure Life operation has created one of Australia's larger risk only life insurers. The operation has assets in excess of $200 million and 100,000 policyholders.

About Pangaea Solutions
Pangaea Solutions - a pision of PSR Group Pty Ltd - are specialists in the provision of telecommunications facilities. Based in the heart of the Sydney CBD, they provide clients with integrated telecommunications solutions encompassing voice communications, computer communications and the ever increasing range of services available from Australian carriers.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500 ®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site:

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