AMP Unified Communications

The Challenge

Running efficient and effective customer support operations is key to keeping demanding customers happy across all these services, especially in today’s volatile, unpredictable economy. This means maintaining consistent and excellent phone and contact centre services – a significant contributing factor to customer satisfaction. For example, a strong voice network is critical for AMP to provide 24x7 self-service for customer policies, trading and treasury services, support to its financial planning sales force and call recording for training and statutory reporting purposes.

The Solutions

To develop, implement and manage its comprehensive Unified Communications strategy, and leverage new communications technology including IP telephony, video conferencing, video collaboration and webcasting over wired and wireless intelligent networks, AMP engaged long time IT outsourcing partner, CSC as its technology advisor and systems integrator.

CSC began collaborating with AMP business owners and IT staff, Cisco and other vendors on a number of Unified Communications projects, including:

• Deploying IP Telephony handsets to every AMP office location
• Desktop video available for any AMP user to help reduce travel
• Collaborative video conferencing for internal or external sessions
• Home agents to extend the contact centre workforce
• Webcasting of CEO announcements

The Results

The Unified Communications strategy has brought AMP a number of tangible benefits including:

• Improvements in employee workforce mobility, flexibility and productivity e.g. increased support for teleworkers and remote workers, particularly with instant messaging
• Higher levels of availability
• Access to a real time communication mechanism
• Greater trust, understanding, and relationships between staff at any location through improved collaboration