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

    TORONTO, Dec. 5 /CNW/ -- 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 diverse 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 individual
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
http://www.chubb.com/journalists/chubb2143.html.

    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 (R), 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: http://www.avaya.com.

    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:
http://www.unitytelecom.net.




For further information:

For further information: Deborah Kline, +1-908-953-6179,
klined@avaya.com Web Site: http://www.avaya.com

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