Case Study: Sun Life Financial
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Case Study: Sun Life Financial

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Sun Life Financial has a large global footprint, with offices in North America, Europe, and Asia. It was outsourcing conference calls to a third-party provider with technology that didn’t meet the ...

Sun Life Financial has a large global footprint, with offices in North America, Europe, and Asia. It was outsourcing conference calls to a third-party provider with technology that didn’t meet the company’s changing business communication requirements. To meet expanding global business needs, increase the quality of global conference calls and minimize expenses, the company realized
it needed a new conferencing solution.

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Case Study: Sun Life Financial Document Transcript

  • 1. Challenge Sun Life Financial was outsourcing conference calls to a third-party provider with technology that didn’t meet the company’s changing business communication requirements. To meet expanding global business needs, increase the quality of global conference calls and minimize expenses, the company realized it needed a new conferencing solution. Solution Turning to Avaya for a world-class collaboration solution in Avaya Aura® Conferencing, Sun Life Financial now has an affordable, efficient and intuitive conferencing system that seamlessly connects employees across its global offices. Sun Life Financial dials into new world-class conferencing solution Leading international financial services organization turns to Avaya to improve global communications and drastically reduce cost Challenge with each other,” says Robert Miller, Sun Life Financial has a large global Technologies at Sun Life Financial. AVP of Interaction and Call Center footprint, with offices in North America, Europe, and Asia. With a network of “We were using a series of external operations as established and extensive providers to host our conference calls, as this, flawless communication which frankly cost us a lot of money for the throughout the organization is service we received,” he continues. imperative in ensuring employees are “As our need to use audio conferencing able to provide clients with the best grew globally, we started to receive an possible financial products and services. increase in the number of reports of voice quality issues, plus conference calls That’s why Sun Life Financial knew it had typically started late since the chairperson to upgrade its outsourced conferencing didn’t know who had joined the system, as the existing solution wasn’t conference call. Privacy was also a concern able to facilitate communication at the for us. Leveraging an external third party level that the organization needed it to. conferencing system meant there was a risk that non-Sun Life conference “We have more than 15,000 employees participants could accidentally join our worldwide and conference calls are one conference calls. With a dedicated of the primary ways they stay in contact Sun Life system, this potential could be eliminated.” avaya.com | 1
  • 2. “We looked at what other companies offered, but we decided that Avaya Aura Conferencing was the right solution for us. Avaya Aura Conferencing easily integrated with our Avaya Aura SIP-based infrastructure and offered some great benefits that previously weren’t available to us.” – Robert Miller, AVP of Interaction and Call Center Technologies at Sun Life Financial. Also, with large conference calls overall quality of their calls and media cascading, which aggregates occurring and many people dialing in perhaps most importantly, save all local streams into a single from around the world, the available some money.” outbound connection, reducing WAN trunk capacity was exhausted; bandwidth traffic and stress on the therefore, many Sun Life employees “We looked at what other companies central media server – perfect for a couldn’t receive inbound calls or offered, but we decided that Avaya company that has offices around the make outbound calls during peak Aura Conferencing was the right world connecting to a single call. periods, affecting overall productivity. solution for us,” says Miller. “Avaya Aura Conferencing easily Avaya Aura Conferencing also Solution integrated with our Avaya Aura delivers capabilities like audio and SIP-based infrastructure and offered web conferencing, high-definition Knowing a change was needed, Miller some great benefits that previously video conferencing, document-based and his team turned to Avaya for a weren’t available to us.” collaboration, and sharing of solution that would allow them to run desktops and applications. their teleconferences smoothly and Avaya Aura Conferencing creates Video-enabled web conferencing more affordably. easy, real-time conferencing and offers slide show presentations and collaboration, and offers scalable document-based collaboration, “The Sun Life Financial team wanted a conferencing for businesses of every sharing of applications and desktops, solution where they could exercise size. It is easily deployed on premises and video streaming. more control over their resources and for audio only, or as an integrated reduce the overall WAN trunking combination of audio, video, and web And better still, by eliminating the requirements,” says Ross Pellizzari, conferencing. Integration with unified fees associated with external President and Managing Director, communications applications lets conferencing providers, the solution Avaya Canada. “They wanted to users leverage desktop applications helps companies cut costs and realize streamline the process by bringing and interfaces for increased a rapid return on investment. conferencing in house, improve the conference control. It also allows for avaya.com | 2
  • 3. Benefits by using a browser, instead of having Cost Savings present and participating, which in Perhaps the biggest benefit of the past wasted the first five minutes Sun Life Financial’s new multi-modal of our meetings,” says Miller. system is the significant cost savings. “Entry tones have been eliminated Prior to the launch of Avaya Aura and we’ve had users report significant Conferencing, the company was improvements in audio quality; spending a great deal on hosting having a visual indication as to who is services; however, with the reduction speaking also adds important context of the overall global WAN trunking to the call.” to take a verbal roll call of who is requirements, this cost has been greatly diminished. Security “The Avaya Aura Conferencing solution essentially paid for itself in less than eight months of being deployed. It has been a great return on our investment.” – Robert Miller, AVP of Interaction and Call Center Technologies at Sun Life Financial. Avaya Aura Conferencing creates a “We reduced our external greater level of security than what the conferencing cost by 95 per cent – previous conferencing solution could insourcing our audio conferencing provide. service has reduced our global audio conferencing costs by one-third,” “It’s a great relief to know that our says Miller. “The Avaya Aura calls are now 100 per cent private and Conferencing solution essentially paid confidential,” says Miller. “The new for itself in less than eight months of conferencing system offers a web- being deployed. It has been a great based Personal Agent that allows the return on our investment.” chairperson and participants to see who is on the conference call and who Simplicity is speaking.” The new solution has created operational efficiencies for all Scalability Sun Life employees. The team can Because Avaya offerings are versatile now access each other with a seven and scalable, there are a host of other digit number – something they Avaya Aura Conferencing features weren’t previously able to do – and that Sun Life is planning on utilizing in conferences now begin much quicker, the future. as the host is able to track who has dialed in to participate. Everyone has “We’re looking at the web access to the same collaboration collaboration feature, video, and one resources with the same user number access,” says Miller. “There experience. are many capabilities in Aura Conferencing that can make our “Employees can connect to the employees’ jobs easier.” conference call simply by using the host’s phone number as the access code, which can easily be found in the host’s email signature. Our users love having local access to what is a centralized service. The host is able to organize the call quickly and simply 3 | avaya.com avaya.com | 3
  • 4. ABOUT SUN LIFE FINANCIAL Sun Life Financial is a leading international financial services organization providing a diverse range of protection and wealth accumulation products and services to individuals and corporate customers. Sun Life Financial and its partners have operations in key markets worldwide, including Canada, the United States, the United Kingdom, Ireland, Hong Kong, the Philippines, Japan, Indonesia, India, China, Australia, Singapore, Vietnam, Malaysia and Bermuda. As of June 30, 2013, the Sun Life Financial group of companies had total assets under management of $591 billion. For more information please visit www.sunlife.com. Sun Life Financial Inc. trades on the Toronto (TSX), New York (NYSE) and Philippine (PSE) stock exchanges under the ticker symbol SLF. About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centres, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com. © 2013 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All trademarks identified by ®, ™, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. Avaya may also have trademark rights in other terms used herein. References to Avaya include the Nortel Enterprise business, which was acquired as of December 18, 2009.