News : Auto & General Drives Insurance Transformation With Avaya
Sydney, Australia, July 20, 2016 -- Australian insurance provider, Auto & General, has selected Avaya to integrate communications into all its business processes to enable a seamless experience for its customers. Through this transformation, Auto & General will be better positioned to provide the omni-channel, anytime and anywhere expectations of consumers today and into the future.
Auto & General provides and manages insurance products on behalf of brands including Budget Direct, Australia Post, Virgin Money, Aussie and 1st for Women.
Having expanded from a four-person team in 1999 to 1,300 employees with an 800-strong contact center today, Auto & General has constantly evolved its services to suit the contact preferences of consumers. While telephony remains core to Auto & General's business, there has been a significant increase in volume of email, web chat and social media-based engagements as customers demand an omni-channel experience on their own terms. Amid the contact center transformation, Auto & General foresees smart chat bots and artificial intelligence (AI) complementing the services its team provides.
As a result, Auto & General is using Avaya Breeze to build communications applications that integrate with its core contact center platform based on Avaya IP Office. Breeze is a collaboration environment and app development platform that allows Auto & General to design and develop bespoke communications applications within Avaya's cloud-based developer sandbox. It also provides a series of pre-built Snap-in applications which can be customised so the insurance provider can take its services to market much faster.
"Consumers are moving to an omni-channel environment where they change between channels regularly so we need to be flexible and deal with them how they choose. Because Avaya Breeze is an end-to-end environment, it allows us to very rapidly prototype applications and functionalities that easily tie into our wider communications environment. We are using the platform to build features that integrate within our contact centre protocols and processes. People's time is limited, so Breeze's ability to make interactions more efficient is critical to the value we can deliver to customers."
Paul Malt, Chief Information Officer, Auto & General
"Technology has changed the way consumers interact with brands, and as a result, organisations need to adapt their business processes to meet those demands. With Avaya Breeze, Auto & General is taking the next step in the digital transformation of its contact centre by designing and developing applications and functionalities that not only fit the specific brands it represents, but also account for its customers' preferred contact platforms. In doing so, Auto & General is empowering employees to further improve the services they provide, all the while making them more productive each day. The outcome is a valuable customer experience and improved brand loyalty."
Darren Read, General Manager, Services Australia and New Zealand, Avaya
Posted by Veronica Silva Cusi, news correspondent
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About Auto & General Insurance:
Australian, multi-channel insurance company
Published: Monday, July 25, 2016