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Chubb Canada Works Smarter to Assure Enhanced Customer Service with Avaya Intelligent Communications

  • Avaya solution optimizes operations, intelligently segments calls according to customer needs and enhances business continuity strategy

Chubb Insurance Company of Canada implemented an intelligent IP telephony-based contact centre solution from Avaya to provide fast and reliable customer service. 

TORONTO – Insuring the integrity of a business requires responsive and reliable customer service agents who are ready to act when required. To provide fast, targeted service for each of the 125,000 calls Chubb Insurance Company of Canada receives from Canadian customers each year, the company has implemented an intelligent IP telephony-based contact centre solution from Avaya, a leading global provider of business communication applications, systems and services.


Recognizing that top level customer service translates to a competitive advantage, Chubb Canada took steps to improve handling overall customer call volume and each customer's request. A key requirement for the new solution was the means to proactively differentiate between various types of customers, and their needs, before the call reached an agent's desk, so each could receive efficient, effective service on their first call.


Partnering with Unity Telecom, a Platinum-certified Avaya BusinessPartner, Chubb Canada migrated to Avaya Communication Manager, Avaya's flagship IP telephony platform, for the advanced intelligence the solution provides, particularly when it comes to routing calls through the enterprise.


"As our business strategy evolves, we need technology that accommodates growth, our perse customer base, and provides the flexibility to support future plans," said Jason Potter, Assistant Vice President, Technology Services Manager, Chubb Insurance Company of Canada. "With Avaya, we’re able to meet our objectives and ensure customers receive faster and more reliable service."
Enhanced Customer Service
Personal and Business Insurance is a highly sensitive industry with a strong requirement for personalized service. The new Avaya solution quickly and efficiently connects Chubb Canada customers to the most qualified agent to meet their needs. Avaya's intelligent call routing reduces time customers and agents spend manually entering call information each time a call is accepted. Within months of implementing Avaya's technology, agents reduced the initial information portion of a customer call by eight seconds, and were able to spend more time discussing questions and concerns.


"As a growing company, Chubb Canada requires a scalable communications solution that delivers new efficiencies to increase agent productivity and most importantly, improve the end user experience," said Randy Bergeron, Vice President of Enterprise Sales, Unity Telecom. "Avaya's solution was a perfect match to meet Chubb's customer service needs and accommodate its future business strategy."


Business Continuity
Avaya Communication Manager provides Chubb with advanced business continuity capabilities for its contact centre locations in Montreal and Toronto. Through Avaya's encryption, automatic redundancy, survivability and self-healing features, customers have secure communication with highly available agents. Both contact centres are now equipped with inpidual servers and networks using distributed, survivable gateways, which help ensure that if there is an issue with the physical plant or network, customer calls still reach an appropriate agent.


Built for the future 
Chubb Canada constantly focuses on providing quality customer service and expanding the business to help Canadian customers. Chubb is looking toward extending its Avaya solution to take advantage of website and call integration features that facilitate more efficient call routing capabilities, ultimately saving Chubb time and resources when redeploying its services towards changing business needs and initiatives.


"Avaya has the same business objectives in mind as our customers, we want technology that supports growth, provides superior service to customers and facilitates future business plans," said Mario Belanger, president, Avaya Canada. "With an intelligent communications solution in place, Chubb Insurance Company of Canada has the flexibility and scalability needed to go above and beyond for its customers."
About Chubb Insurance
Chubb Insurance Company of Canada has offices in Toronto, Montreal, Vancouver and Calgary and employs an exclusive network of more than 200 brokers across Canada. The member insurers of the Chubb Group of Insurance Companies form a multi-billion dollar organization providing property and casualty insurance for personal and commercial customers worldwide through 8,000 independent agents and brokers. Chubb's global network includes branches and affiliates in North America, Europe, Latin America, Asia and Australia. For information please visit


About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site:


About Unity Telecom
Unity Telecom is a full service Communications Company, providing consulting, design, implementation and support for best of breed IP based business communication solutions. Unity representatives have sales and technical certifications on all the products the organization sells and supports, including Avaya, AVST, Captaris, Cisco, Panasonic, and Polycom Spectralink. With offices across North America and strong alliance partnerships with certified resellers, Unity Telecom is aptly able to serve businesses of all sizes. For more information visit the Unity Telecom site:

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