Chubb Insurance Company of Canada has implemented an intelligent IP telephony- based contact centre solution from Avaya, to provide fast and targeted service for each of the 125, 000 calls the company receives every year.

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, an IP telephony platform, for the advanced intelligence the solution provides, particularly when it comes to routing calls through the enterprise.

Jason Potter, assistant vice president, technology services manager at Chubb Insurance Company of Canada, said: As our business strategy evolves, we need technology that accommodates growth, our diverse customer base, and provides the flexibility to support future plans. With Avaya, we’re able to meet our objectives and ensure customers receive faster and more reliable service.