Proactive support that adds value

Today's leading contact centre solutions are powerful business tools providing real competitive advantage. These benefits have resulted in greater reliance on increasingly complex technologies and with this higher exposure to failure.

Most contact centre solutions are absolutely mission critical and can ill afford any service disruption or degradation. This has led to increasing demands on internal support teams as well as external maintenance providers to deliver against hardening SLA's within increasingly complex environments.

Sabio Intelligent Connect (ICe) is designed to be proactive and based on real time monitoring of all components of the contact centre from the ACD to the dialler and your workforce optimisation solution. Numerous checks are performed upon each component of the contact centre based on a predefined schedule.

The model provides real-time reactive alerts as well as proactive health checks and automated reporting. This is all fed back to our central support centre for analysis. The support centre team view the status of all components on a central display system which highlights issues as they occur. This gives us an always-on and up to date view of the health of the supported environment.

By scripting and automating support checks we achieve a marked increase in the ‘visibility’ of the supported solution. Greater visibility results not only in a faster response to issues but more importantly the ability to prevent issues developing into a service-effecting fault. This fault prevention is proving to be a very effective feature of this support model.

Each component of a solution is constantly checked and its status recorded. From these checks and the recorded history of the system we are able to spot developing trends and issues and take action before they affect service.

How Sabio can help you

Sabio Intelligent Connect (ICe) is a radical new approach to support. It takes on the regular manual checking of your contact centre systems and applications remotely, leaving your people to add more value, and provide operational metrics using information gathered from across all your contact centre systems and applications.

• Proactive support
  
• Address technical issues before they impact contact centre performance
  
• Faster diagnosis of system faults
  
• Automated checks freeing up your people
  
• Operational metrics gathered from your contact centre systems estate
  
• Full audit trail of checks and status results for analysis and reporting
  
• People that understand the contact centre industry intimately
  
• Access to years of knowledge and experience through our knowledge base
  
• Flexibility to meet your business needs
  
• You can focus on your core activities