guard.me Enhances Student Experiences and Peace of Mind with Avaya Contact Center Innovation

guard.me International Insurance, an award-winning provider of international student health insurance, has partnered with Avaya to help enhance its contact centre capabilities and mobilize its remote workforce, resulting in increased employee retention and higher satisfaction for the students that depend on this trusted provider for health services.

Contact Centre CLUB

As the insurer of choice for private and public universities and colleges, language schools and school boards, guard.me is trusted by partner agents, organisations and educational institutions globally. guard.me needed to modernise their communication solutions with the flexibility to support their growth expectations and the evolving needs of their customers. In recognising the urgent need to maintain business continuity and keep its workforce safe through the current global crisis, the company also wanted to effectively implement remote-work solutions for employees. Avaya Contact Center and Avaya Subscription solutions helped to provide guard.me with advanced communications to serve its students through call, email, chat, SMS and self-service functionalities. guard.me agents can also take advantage of Avaya Contact Center co-browse features, enabling them to work with a customer on their shared screen during a call to facilitate better and more satisfying engagements.

“We strive to deliver the personalised attention and culturally-sensitive solutions students need, while offering forward-thinking tools that make administration easier for school staff,” said Keith Segal, President and CEO, guard.me International Insurance. “In order to provide the best services for our customers, we needed a contact centre solution to enable a modern workforce that streamlined our operations and also featured the scalability requirements for our future growth plans. When comparing Avaya with Cisco and Genesys, it was clear that Avaya was committed to helping us provide the best experiences for our customers as well as a valued partner we continue to evolve our business.”

“As one of Canada’s largest providers of student health insurance and wellness programs, guard.me is dedicated to delivering a superior experience, which aligns with Avaya’s vision to empower our customers,” said Frank Ciccone, Senior Vice President, North America Sales, Avaya. “With its new contact centre and workforce optimisation solutions, guard.me has been able to digitally transform their employee and student experiences through multiple communication channels. We look forward to continuing with guard.me on its digital transformation and to help provide exceptional outcomes for their customers.”

About guard.me International Insurance

For over 20 years, guard.me has been an innovator in the student health insurance industry by making student health and wellness its number one priority, showing that guard.me CARES. Through its mandate of Real People providing Real Solutions for Real Life, guard.me reduces the administrative burden placed on schools by providing easily accessible tools directly to students. So much more than insurance during times of major crisis, guard.me’s team members pride themselves on being there for students day-in and day-out, providing a suite of physical and mental health resources unmatched in the industry.

About Avaya

Businesses are built on the experiences they provide, and everyday millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter.

Visit us at http://www.avaya.com.