Contact Center Solutions Featured Article

Admin Re Selects Olive Communications to Provide UC & Contact Center Platform

January 14, 2015

Admin Re, a subsidiary of Swiss Re providing life and health insurance services to the U.K., recently announced the finalization of a $5 million contract with Olive Communications, a cloud-based business communications provider, in which the latter company will provide a cloud-based unified communications (UC) and contact center platform. Under the agreement, Olive Communications will oversee the design, implementation and management of the platform, which will be based on technology and services provided by business communications firm Mitel.

"We need a system that is agile - to help us scale quickly as a business - to meet both the demands of our customers and to achieve our growth strategy," said Phil Shaw, CEO of Admin Re, before Olive Communications was selected. "To do that, we need the very best tools in place to provide first-class customer service, delivered in a way that ensures we can add extra employees and future applications quickly and cost effectively, whilst always remaining cost effective."

The UC and contact center solution will be deployed across three sites in the U.K. and used by 2,000 office employees. 300 of them will be agents working at the new contact center, which will incorporate workforce management, voice recording applications and an interactive voice response (IVR) system. Two data centers will serve as the underpinning of the system, which will be delivered via a private cloud for enhanced security, resilience and scalability.

"Being awarded the opportunity to work on such a strategic project in partnership with Admin Re is a real testament to the pedigree of our team at Olive," said Martin Flick, CEO of Olive Communications. "This is business critical infrastructure, being delivered to an international financial institution to an aggressive time frame and with very clear objectives and benefits."

Admin Re's contact center agents will benefit from multi-channel capabilities, in which emails and calls are seamlessly integrated into daily schedules. As a result customers will be provided with a consistent experience through their communication channel of choice. The system's flexibility will allow additional channels to be introduced when the time comes. By adopting a borderless customer service model, Admin Re will be able to handle customer requests with unprecedented efficiency.

"The communications and IT sector is undergoing significant change, and those organizations with a clear vision about what they want to achieve will gain significant ground over those who resist change in the way they communicate with their customers," Flick continued. "Admin Re really took the time to build a list of requirements that were non-negotiable, and Olive is delighted to deliver those requirements in a long term partnership."

According to Admin Re, this decision arose from increasing customer inquiries regarding the rapidly transforming U.K. pension landscape. The company recently updated its core actuarial, finance and IT capabilities before shifting its focus to telecommunications. The new contact center will reportedly be operational in early 2015. 

Edited by Maurice Nagle