Filed Under:

  • Solution: Voice, Collaboration
  • Application: Contact Center, Mobility Solutions, Unified Communications, VoIP Telephony
  • Market: Insurance

The American Automobile Association has long been a household name in North America. Founded in 1902 as a federation of three motoring clubs serving the nascent needs of an emerging American automotive society, today AAA thrives as a motorist support association formed by the union of 69 independently operated North American nonprofit organizations. In addition to their signature roadside assistance services, AAA nationwide today offers their 51 million members a comprehensive range of insurance programs, mortgages and financial services, travel brokering services and even wireless cell phone plans. The Southern New England division of AAA is the association’s sixth largest, with over 2 million members and 40 service branches located throughout Connecticut, Massachusetts and Rhode Island. From the division headquarters and central call center in Providence, Rhode Island, 400 agents manage a deluge of customer needs and incoming telephony traffic. In the fall of 2010, AAA SNE embarked on an ambitious plan to upgrade their headquarters phone system from an outdated architecture to an Avaya-based enterprise VOIP network. With only a few months available before the start of the holiday driving season, AAA Southern New England needed a flexible, reliable call solution that would empower their agents - and exemplify the quality, timely level of service that their membership depended upon.