Case Study: Brightside Insurance achieves global 'follow the sun' contact centre resilience and cost savings with Mitel

Brightside Insurance - Customer Case Study

Brightside Insurance and Warranty Solutions, a global provider with offices in Australia, New Zealand, Singapore and Malaysia, faced fractured legacy communications across multiple suppliers and sites that prevented centralized reporting, ‘follow‑the‑sun’ customer support and scalable, cost‑effective disaster recovery. MPLS was costly and inflexible, and the company needed greater resilience, visibility and the ability to measure customer satisfaction consistently across regions.

Brightside deployed Mitel MiContact Center with cloud‑hosted PABXs clustered over a Macquarie Telecom SD‑WAN, plus SIP trunking, instant messaging/presence and enhanced reporting. The solution delivered global follow‑the‑sun connectivity, prioritised mission‑critical traffic, halved DR costs, reduced on‑site equipment and enabled workload sharing across countries without increasing headcount—improving communication, central reporting and scalability for future expansion.

Brightside Insurance

Tuan Tran

IT Manager