British Telecom (BT) announced two contact centre contracts with large companies in Western Australia.
Under a five-year deal, BT will provide a cloud-based contact centre and unified communications to HBF, the largest health insurance company in WA. Under a second contract, BT will provide multimedia contact centre applications to Western Power, an independent electrical grid in Perth. Both deals involve technology by Avaya.
BT did not disclose the price of either contract or the length of the Western Power deal.
The deal with HBF provides the health insurer with a managed platform for 150 service providers that can scale on demand in peak volume periods. It will be managed as a virtual private cloud and hosted in a BT data centre located in Perth.
“Implementation of the Avaya system at HBF has enabled us to serve our members more effectively, and personalise the member experience by expanding our touch points,” HBF general manager of distribution, David Pennycuick, said in a statement.
In the Western Power deal, BT will provide a cloud-based platform that will enable customers to contact the power company through an expanded range of channels, including fax, phone, email, social media, web chat and smartphone-friendly web forms, BT said. The platform is designed to handle sudden surges in high call volumes, the company added.
“A comprehensive and multichannel contact centre that can provide customers with an integrated experience is essential to our growing population,” said Ben Oxford, Western Power section head of customer service.
“We are aiming very high with this project and have full confidence in the BT-Avaya partnership to optimise technology to reduce operating costs and help us deliver the best service to our customers.”
Follow Adam Bender on Twitter: @WatchAdam
Follow Computerworld Australia on Twitter: @ComputerworldAU, or take part in the Computerworld conversation on LinkedIn: Computerworld Australia