IT capabilities that keep us in front
Telephony is a central part of our business.
To ensure we can handle every call efficiently 24hrs a day, 365 days a year, we use an Avaya Definity 3GR system at our Redhill contact centre. This robust system is capable of handling an incredible 27k calls simultaneously.
Connected to the Definity system is a second phone switch hosted at our Ireland office that uses the latest VOIP (Voice Over Internet Protocol) technology to allow seamless internal calls between the two sites. Our professional telephony analysts constantly monitor call traffic. As 24 hour availability is vital to the services we offer, we have built maximum resilience and redundancy into all our key systems. And all the resources of the global AXA Group, one of the 14th largest business in the world, are available to our experienced and multi-skilled local IT team.
Data platform and software
AXA Assistance's IT platform is designed to allow multi channel communication, and direct use by end users including customers and third parties such as clients and professional bodies. The system is currently used to manage a diverse range of call centre activities that require a number of key functionalities, among them:
- full audit trail of all actions through the system
- internal and external knowledge bases
- data exchange with third parties
- questionnaire back capture
- notification outputs
- notification imports
- email, inbound and outbound telephony, SMS texting, and web interaction
- scheduling of tasks and activities
- advance diary functions.
AXA Assistance uses market leading resource-planning and workforce management tool QMax throughout our contact centres in the UK and Ireland.
Our IT systems are capable of measuring activity; understanding the relationship between workload, service levels, staffing; and forecasting future workload. This lets us design more efficient shift patterns and rotas, plan for future events, and create 'what if' reports to prepare for abnormal changes in workload. It also helps us to prepare for seasonal changes in the business; marketing campaigns; and to manage the day-to-day work of our contact centre staff more efficiently.
Proprietary AXA Assistance software applications maximise the efficiency of our responses to individual client requirements. Our IT systems allow open, electronic communication with our business partners, both clients and service providers.
Access to and analysis of, timely, accurate data relating to our clients' assistance programmes is provided on-line using Business Objects, a sophisticated business intelligence tool.
Our technology infrastructure includes:
- a state-of-the-art contact/call centre with facilities for over 250 agents/advisers
- an integrated voice response system that reduces call times and produces significant cost savings for our clients
- sophisticated case management and digital mapping software
- digital voice recording of calls for quality assurance
- integrated communications and the ongoing development of e-based technology
- back-up generators and uninterrupted power supplies
- a remote business continuity site and disaster recovery plan
- resourcing tools that predict call volumes and allow the effective allocation of resources
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an extensive electronic library facility.
