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Brightside insurance and Warranty solutions

Brightside Insurance and Warranty Solutions, a leading international provider of insurance and warranty products and services, has offices in Australia, New Zealand, Singapore and Malaysia. With Mitel's contact centre solution, Brightside was able to realise a more integrated customer experience, resilience and centralised global connectivity. 

With 110 contact centre users and 50 back office staff across four countries, Brightside had the significant challenge of not being able to report centrally, due to disparate systems in multiple countries. Brightside wanted a contact centre environment that allowed them to follow the sun with regard to continual customer support and shared workloads across international boundaries and time zones.

“A hosted Mitel cloud solution was a perfect choice for Brightside,” said Tuan Tran, IT Manager. “It allowed us to cost effectively leverage multiple operations centres across the globe and employ a ‘follow the sun’ support model for our contact centre.”

    Goals
    • ‘Follow the sun’ integration
    • More scalability and resilience for future global expansion
    • Flexibility to operate across multiple sites cost-effectively

     

    results
    • Global ‘follow the sun’ connectivity
    • Resilience and redundancy enabling business continuity
    • SD-WAN prioritises mission-critical applications in line with business demands 
    • Reduction of on-site equipment and subsequent points of failure
    • Workforce optimisation and cost reduction
    • IM allows easier, quicker international communication over a single platform
    • Scalable and easy-to-use technology

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