BT rolls out cloud-based contact centre and unified communications for HBF Health

Based on proven Avaya solutions, deployment designed to deliver greatly enhanced member experience 

BT, one of the world’s leading providers of communications services and solutions, today announced the delivery of a cloud- based contact centre and unified communications solution to HBF, Western Australia’s largest health insurer. 

The five-year deal provides HBF with a managed platform for 150 service advisors, with the ability to scale on demand for peak volume periods. The solution is based on a fully-hosted Avaya Unified Communications and Contact Centre and Workforce Optimisation platform. Completing its enterprise-wide upgrade, HBF also uses an integrated Microsoft Lync/Avaya unified communications solution for its general office and remote branch users. 

David Pennycuick, General Manager – Distribution at HBF said, “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. Technology is a key driver in ensuring we manage this transformation and we engaged BT because their technology offers a robust platform from Avaya that solves multiple challenges and will enhance member experience.” 

The integrated platform will be managed as a virtual private cloud and hosted in one of BT’s global data centers located in Perth, Western Australia. 

Kevin Taylor, President, Asia, Middle East & Africa, BT Global Services said: “As one of Australia’s leading health insurers, HBF is determined to deliver the best possible experience to its 900,000 members. We have worked with Avaya to design and roll out a solution that transforms the way HBF manages its transactions and the way it serves very diverse customer profiles.” 

Tim Gentry, Managing Director, Australia and New Zealand, Avaya added, “Managing social media engagement and multi channel touch points for customers will help HBF set new standards for overall service in the industry. We are excited to be able to help meet these new objectives through cloud services with our partner BT.” 

About HBF 
HBF has been the health fund of choice for Western Australians for over 70 years and today has over 900,000 members. As one of the few major health funds to remain not-for-profit, HBF is able to put the interests of members first. Increasingly HBF is becoming a valued health partner - not just insurer - for its members and has a growing range of wellness services. The HBF Run for a Reason and HBF Outdoor Fitness sessions have helped motivate thousands of Western Australians to make physical activity a part of their lifestyle. 

About Avaya 
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com