Bayview Technologies modernised its contact centre by replacing separate email, voice and web-contact tools with Avaya Experience Platform, giving the business a more unified view of customer journeys and enabling agents to handle multiple channels. The change addressed a particular operational challenge: about 75% of Bayview’s contacts were chat-based, and the company needed to see queues and contact flows in real time without adding staff.
Why Bayview needed to change its contact centre
Bayview Technologies is an IT-enabled business-process outsourcing company serving global clients with customer support, back-office and IT services. It operates from Hong Kong, Taiwan and Gibraltar, with regional presence across Asia and Europe. Some work involves payment requests across territories and languages, where delays can affect customers directly.
As the company grew, it relied on separate tools for email, voice over SIP and web contacts. That fragmentation made it harder to understand what was happening across queues and how contacts moved between channels. Contact-centre strategic lead Nigel Mansfield described the objective as achieving “a real-time understanding of what’s happening in the contact centre” while reducing operating costs without adding headcount.
Bayview’s channel mix made the challenge less typical. Mansfield said 75% of contacts were chat-based in the operation he described to Computer Weekly in 2023. The company needed an enterprise-grade chat engine, not just a system built around voice calls.
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Why Bayview selected Avaya Experience Platform
After an evaluation period, Bayview chose Avaya Experience Platform because, according to the case study, it met the company’s required functions and anticipated contact volumes. The platform brought voice, chat and email into an omnichannel operation, allowing agents to blend skills across channels and giving managers real-time insight into contact flows, including how customers moved between channels during demand spikes.
For Bayview, the choice was therefore about operational visibility and channel fit as much as consolidating technology. A platform decision for another contact centre should be assessed against its own needs: real-time queue visibility, chat depth, contextual routing, bot orchestration, analytics and APIs, workforce management, demand scalability, migration requirements and total operating cost.
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What the chatbot figures show—and what they do not
Bayview reported that, as of October 2022, its chatbot services handled about 16,000 conversations per day in five languages, with 75% first-contact resolution. The company also calculated that customer conversations took one-third of the time an agent would need for the same task. These figures were reported by Computer Weekly in 2023 and describe Bayview’s services at that stated point in time; they are company-reported results, not a guarantee of what another organisation would achieve.
The figures help explain why chat automation mattered to Bayview: high-volume, repeatable requests could be resolved without requiring an agent to complete every step. Bayview used API integration to analyse chat topics and subtopics and began adding its own AI suite. That can help identify where self-service works and where customers still need a person, but the case study does not provide a breakdown of topics, customer satisfaction scores or how the resolution rate was calculated.
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How omnichannel routing can affect customers and agents
When a customer switches from chat to voice or email, an omnichannel system can give the operation a clearer view of the journey than disconnected channel tools. Contextual routing can use information about the contact to direct it to an appropriate queue or agent; Bayview’s case study lists contextual routing among planned next steps, rather than confirming that every planned capability was delivered.
For agents, blending voice, chat and email skills can help allocate work across channels as demand changes. It also changes what “efficiency” means. Mansfield said he was trying to remove pointless tasks so agents could focus on complex cases, even if that made handling time higher. In that model, average handling time alone can be a poor measure: faster resolution through self-service and better use of agent expertise may matter more than shortening each human interaction.
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What Bayview reported about costs
Mansfield said Bayview’s omnichannel route had halved total costs over the previous three years, as reported in the 2023 Computer Weekly case study. This is Bayview’s attributed claim, not an independently audited result; the published account does not detail the calculation or separate savings by technology, staffing or other operational changes.
The broader business case is that unified routing, automation and real-time visibility may help an operation handle demand without simply adding headcount. Whether that reduces costs depends on implementation, contact mix, integration work and the extent to which customers can successfully complete tasks through self-service.
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What other contact centres can learn from the case
- Start with the operational problem. Bayview’s trigger was fragmented tooling and limited real-time visibility, alongside rapid growth—not merely a desire for a newer interface.
- Design for the actual channel mix. With chat accounting for 75% of contacts in the reported operation, chat capability was central to platform selection.
- Track customer outcomes as well as speed. First-contact resolution and successful self-service can be more informative than agent handling time alone, particularly when human agents are meant to focus on complex cases.
- Validate claims against your own workload. Bayview’s chatbot volumes, resolution rate and cost claim describe its own operation and should not be treated as forecasts for another business.
- Separate delivered capabilities from plans. The case described contextual routing, suggested text, fulfilment routines, further cloud migration and video as future plans; it does not establish that each was later implemented.
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