Avaya acknowledges Sabio's proven ability to design and deliver complex contact centre solutions

Prestigious award marks Sabio's strength in matching Avaya's evolving applications portfolio for complex customer requirements

Award for 'Most Complex Deal of the Year' recognises success of major IVR project for leading UK credit card operator

LONDON - 26 November 2007 - Sabio, the innovative contact centre services and solutions company, won a prestigious UK award for the 'Most Complex Deal of the Year at the Avaya EMEA BusinessPartner Annual Conference held November 8 and 9, 2007 in Paris. Sabio was recognised for its ability to answer and meet unique customer requirements and its deployment of solutions from Avaya's application portfolio to address the complex needs of a contact centre.

"Sabio has a track record in identifying how advanced applications solutions can be innovatively deployed to meet unique customer needs," said Nick Roullier, Country Manager, Avaya UK. "We selected Sabio as the winner of the 'Most Complex Deal of the Year' award for its speech-based solution developed for one of the UK's leading online banks and based on Avaya's Voice Portal and Interaction Centre technology. Sabio's dedicated Voice Self-service team demonstrated its understanding for a user-centric approach, which enhanced the overall solution. We look forward to a continued relationship based on Sabio's ongoing commitment and strong understanding of Avaya's contact centre applications portfolio."

According to Sabio's Managing Director Sebastian Henkes: "As an Avaya BusinessPartner, we continually strive to develop solutions that maximise the potential of Avaya's contact centre applications, and we're determined to keep on setting the standard with projects that repeatedly deliver a rich value proposition for our customers. We've also earned a reputation in our industry for successfully tackling the more complex implementation challenges, and delivering solutions that can unlock real business benefits for our customers. We're delighted to receive this award from Avaya in recognition of our ability to meet our customers' complex requirements."

Working for a leading online bank, Sabio successfully implemented a major voice portal project introduced to shorten the customer identification and verification process and improve first call resolution. Sabio integrated Avaya Voice Portal IVR technology, intelligent call steering and the customer's back-end data, accessed by web services, to create a solution addressing all the key project requirements.

Key metrics achieved include reducing call abandon rate from 8.2 per cent to two per cent, speed of answer down by 66 seconds, an improvement in service levels of 26 per cent, and an increase in agent availability from 8 per cent to 18.3 per cent.

Sabio is one of the few contact centre specialists to offer all the key elements essential for successful speech applications a specialist, user-centred speech design approach based on conversational techniques, the right persona and customer engagement strategies, business and systems integration skills, and the latest open standards-based technologies from leading organisations. For the voice portal project cited here, the Sabio speech-based solution was built using core Avaya IVR technology, a speech recognition system and an open standards-based phone application server.