News : Auto & General Looks to Avaya to Enhance Customer Service Delivery
Brisbane, Queensland, Australia, July 2016 -- Insurance company Auto & General has deployed an app development platform from IT solutions provider Avaya to integrate communications into all its business processes as it moves to improve delivery of services to customers.
Auto & General is using Avaya Breeze to build communications applications that integrate with its core contact centre platform based on Avaya IP Office. The deployment allows Auto & General to design and develop bespoke communications applications within Avaya’s cloud-based developer sandbox.
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Paul Malt, chief information officer, Auto & General, says that telephony remains core to the company’s business, but 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".
Malt indicates that transformation of the company’s contact centre might, in the future, involve the use of smart chat bots and artificial intelligence (AI) to complement services provided to customers.
"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."
Posted by Veronica Silva Cusi, news correspondent
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Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
About Auto & General:
Australian, multi-channel insurance company
Published: Thursday, July 7, 2016
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