Corizon continues to strengthen partner network with addition of Sabio

Corizon and Sabio sign partnership to help contact centres exploit existing IT assets and simplify agent’s desktop experience

LONDON – 20 June, 2006 – Software company Corizon today announced a strategic partnership with contact centre services and solutions company Sabio. Sabio will extend its successful user-centred approach by deploying Corizon’s User Process Management (UPM) technology to help make the contact centre agent desktop easier to use - reducing overall training requirements, and freeing agents to spend more time on essential customer service tasks.

The news complements the launch of Sabio’s new Applications Integration Initiative, aimed at helping organisations “Detox their Contact Centre Agent Desktops”. Combining Sabio’s proven contact centre skills with Corizon’s technology that flexibly brings together disparate business applications into an agent friendly User Interface (UI) will help organisations to improve overall customer service levels while successfully exploiting their existing IT assets. Earlier this year Corizon also established a technology partnership with Attachmate WRQ.

“We’re finding that for more and more organisations the contact centre desktop – with its multiple applications - is proving an increasing barrier to delivering better customer service,” commented Sabio’s Consultancy Director, Kenneth Hitchen. “Agents are spending too much of their training time on systems and application integration issues, and not enough on essential customer service skills. Working with Corizon, we can start to reverse that trend by deploying their User Process Management software to bring together previously disparate business applications into a single, agent-friendly user interface.”

Eric Guilloteau, CEO, Corizon, commented: “Sabio has built its name on delivering quality solutions and adding unique value to contact centres. Their commitment to Corizon’s technology underlines how our approach to solving customer service issues is gaining widespread acceptance amongst the industry's best providers. Together we can now offer organisations the complete end-to-end solution for maximising the efficiency and effectiveness of contact centre operations.”

Both Corizon and Sabio share a focus on improving the user experience in contact centres. Sabio will use Corizon’s User Process Management (UPM) software and user-centric methodology to address one of the biggest problems it encounters among its customers: how to simplify the way that call centre agents interact with multiple IT applications in order to improve overall customer service levels. It will also use Corizon’s software to address complexity in other facets of customer service, allowing the same functionality as agents to be used by customers/partners.

According to UK research*, 66% of agents use three or more separate IT applications when fielding calls. In order to complete tasks, it is necessary for them to alt-tab between applications, copying and pasting the relevant data back and forward until a process is complete. This “swivel chair” integration process generates errors, slows decision making and lengthens call handling times.

About Corizon
Corizon is a software company that has pioneered the development of User Process Management. Its products work with packaged and legacy applications and Service Oriented Architectures to allow organisations to provide employees and customers with composite, functional user interfaces that are easily tuned to the task at hand. Corizon’s solutions experts and methodology bring together a unique combination of usability, customer service operations and systems integration expertise to allow our customers to realise a rapid return on investment.

London-based Corizon works with enterprise customers in UK and European markets: corporations such as BT and Telewest already use Corizon technology. For further information please visit www.corizon.com

About UPM
Corizon’s User Process Management (UPM) platform addresses a missing link in Service Oriented Architecture, by managing the combination of re-usable UI components (UI services) into simple, role-specific composite user interfaces. It provides the capability to convert the user interfaces (UI) from existing web and Windows™ applications into these UI components, as well as exposing their data and logic for integration.