Telephony and network integrator, NSC, has been awarded a deal to implement a VoIP-based solution across HCF's call centres in Sydney and Box Hill, Victoria.
The infrastructure will be based on Avaya's Communications manager product, running on dual S8700 servers at the Sydney head office. These will be connected via G700 remote gateways to the Victoria site.
HCF operations supervisor, Malcolm Middleton, said the health insurance firm had decided to overhaul its voice services after recording an end-of-life rating across its PABX system.
NSC founder and chairman, Craig Neil, said the solution would allow HCF to integrate both of its call centre sites, which had previously been run independently.
"Incoming callers will be spread across a greater pool of agents and digital display phones will ensure calls are directed to the most appropriate person, reducing actual call time," he said.
NSC has now commenced deploying the solution, which is expects to complete within the next few months.
Neil said the integrator would look to deploy a range of customised applications specific to HCF during phase two of the project early next year.
The latest contract follows NSC's recent deployment of a similar VoIP solution for software vendor, MYOB, to link its branch offices in Australia, New Zealand, Malaysia and Hong Kong.