Allstate Insurance Company has deployed Internet protocol (IP) telephony offerings from Avaya Inc. to new locations...
October 5, 2005
Allstate Insurance Company has deployed Internet protocol (IP) telephony offerings from Avaya Inc. to new locations in the U.S. and Canada.
Avaya’s IP-based contact center applications will be used by Allstate to manage customer calls and route them intelligently based on customer-entered criteria.
The company links their contact centers and routes customers to the employee best able to handle a claim or inquiry based on language or area of expertise, regardless of where the call originates.
As part of their total implementation, Allstate has deployed over 10,000 IP endpoints across its organization.
The new network evolves Allstate’s existing communications infrastructure, continuing to support both traditional and IP telephony concurrently, and allowing the insurer to evolve its operations at its own pace, Avaya said.
Both traditional and IP telephony endpoints are able to communicate while the transition is underway and can be managed as part of a single network.
“How satisfied our customers are depends on how responsive we are when they have major life events such as Hurricane Katrina,” said Catherine Brune, senior vice president and chief information officer for Allstate.
“We need to be able to ramp up our customer care operations quickly and efficiently when a hurricane, tornado or other disaster creates a spike in claims activity.”