Pioneering IP telephony solutions for AXA UK
Background
AXA identified that their current telephony contracts were constraining business agility and that their outmoded technology platforms (particularly in their contact centres and back office functions) could potentially create an unacceptable level of service risk to their customer-facing operations in the UK. They had also experienced numerous maintenance and support issues with their current suppliers, and identified that the existing sourcing processes and contracts were not cost effective.
The project
Hudson & Yorke was appointed as AXA's specialist communications technology consultants to review their commercial, service and operating models with a view to developing a revised sourcing strategy. The project involved 37 UK sites, including 12,000 end-users, 10 call centres and over 20 service contracts with different vendors…