01 September 2020
NTT Belgium wins new UC and managed services contract with the Belgian National Union of Independent Health Insurance Funds (Landsbond van de Onafhankelijke Ziekenfondsen) for 3.5 million euros
Diegem, Belgium – 01 September 2020 – NTT Ltd. Belgium today announced that it was awarded a new UC and managed services contract with the Belgian National Union of Independent Health Insurance Funds. The framework contract worth around EUR 3.5 million confirms NTT Belgium’s position as the Belgian market leader in Unified Communications, Collaboration and managed services.
Over the past four years, the organizational transformation of the health insurance funds has accelerated significantly. The National Union of Independent Health Insurance Funds groups four apolitical and dynamic health insurance funds. With more than two million members in all, it is the third largest insurance body in Belgium. The Independent Health Insurance Funds are committed to innovating in and digitizing both their services and internal processes. Employees have switched to the New Way of Working, whereby flexible working and a paperless office have become a standard part of the job.
The Independent Health Insurance Funds want to ensure that the high quality of their services is maintained at all times. Physical presence is no longer required for this, however. Digital offices, that are built on a digital platform, offer a range of online services. They can be accessed across a variety of digital channels and guarantee that members can carry out basic transactions digitally, such as consulting a file, identifying themselves, signing a document, providing information, etc. In short, members no longer need to physically go to the office of their Independent Health Insurance Fund to enjoy good service. People with questions receive assistance thanks to a well-defined call centre strategy.
Skype for Business, Luware, and Genesys
The previous UC contract with NTT, for the migration of 4,700 users of the previous Alcatel environment to Skype for Business, expired at the end of 2019. Besides this, 490 call centre agents of the Independent Health Insurance Funds use the Luware or Genesys contact centre solution for improved customer satisfaction. Both solutions will be retained in the short term, with support offered during this period.
The new framework contract, with a 4+1+1+1 term, goes even further. The full responsibility for the 99.95% operational availability of these platforms now resides with NTT. The new Service Level Agreement includes the following key elements: 24/7 monitoring of the various applications and platforms, a second-line service desk that is continually available, a ticketing system, a faster kick-off time, and a dedicated Service Delivery Manager at NTT. He/she will be responsible for reporting, technical escalation and the optimisation of the system. NTT provides these services as modules of the standard UCaaS (Unified Communications as a Service) and MCS (Managed Communication Services).
Because innovation remains a priority for the Independent Health Insurance Funds, innovation is a second major element of the collaboration, ensuring that these platforms always evolve in step with current technological developments, including a migration to Microsoft Teams for example.
Pierre Halin, Network, UC and Security Manager of the Independent Health Insurance Funds, says: “Very few companies in Belgium have the expertise of NTT. Belgium and are also able to offer this level of service. More importantly, this contract with NTT offers the scope for continuous innovation and the involvement of third parties. NTT’s competitors are not always able to offer this facility as they work with very closed contracts.” Read more about the case study.
About NTT Ltd.
NTT Ltd. is a leading global technology services company. We partner with organizations around the world to shape and achieve outcomes through intelligent technology solutions. For us, intelligent means data driven, connected, digital and secure. As a global ICT provider, we employ more than 40,000 people in a diverse and dynamic workplace that spans 57 countries, trading in 73 countries and delivering services in over 200 countries and regions. Together we enable the connected future. Visit us at hello.global.ntt