THE CHALLENGE

Manual fax machines, in multiple departmental and geographic locations did not provide the level of compliance required by legislation nor the timely delivery of inbound faxes and confirmations of transmitted faxes.

Owen Smith, Manager of Aviva Canada’s telephony group said “Our dependency on fax transmissions continues unabated. The insurance industry remains a very paper intensive business. Our business model requires that each of these transmissions be dealt with in a specific time period. Traditional fax methods simply could not meet our workflow, accountability and compliance requirements as well as ensuring delivery timelines.”

THE GOALS

• Workflow accountability
• Compliance

THE SOLUTION

FACSys® Fax Messaging Gateway
FACSys Fax Messaging Gateway is deployed throughout various business groups in multiple locations. Centrally deployed and managed, redundant servers provide 92 channels of fax capacity to 3 major business groups including call centre agents located in India. By using the FACSys server’s routing functions, each user’s fax is delivered to the correct in-box anywhere in Canada or India. Complete audit trail information ensures that accountability is maintained. Unique features such as Round Robin Routing provide workflow management for the inbound fax message stream to call centre agents. Costs are significantly reduced from previously hosted services and manual fax equipment.