Sabio extends Intelligent Support offering with powerful IT Service Management solution

Innovative contact centre specialist deploys FrontRange ITSM technology to power service and support offering.  Solution will integrate with Sabio’s unique Intelligent Connect (ICe) live contact centre systems and applications monitoring capability

LONDON – 4 September 2007– Sabio, the innovative contact centre services and solutions company, has strengthened its Sabio Intelligent Support offering with the integration of FrontRange’s powerful IT Service Management (ITSM) service and support application. Sabio’s Intelligent Support model is based around the ITIL service management framework. The addition of the ITSM application will ensure that Sabio maintains its best practice approach - beyond traditional reactive support - to offer real-time proactive support for all of an organisation’s contact centre systems and applications.

Sabio will integrate FrontRange ITSM into its proven Sabio Intelligent Support package that combines the company’s deep contact centre expertise with its expanding team of technical service professionals at its in-house Support Centre, specialist engineers located around the UK, and Sabio’s unique Intelligent Connect (ICe) service.

ICe goes beyond traditional reactive support to provide customers with the security that comes from live monitoring, proactive checking and reporting both technical and operational performance. Sabio Intelligent Connect (ICe) has been developed specifically for the growing number of UK contact centre operators with multiple technology support requirements. It provides an always-on, real-time monitoring service for a full range of contact centre systems and applications, from ACD platforms to CTI, diallers, speech solutions and call recording.

“At Sabio we’re now finding that the more traditional reactive support model is becoming less effective for the growing number of organisations with an increasingly complex mix of contact centre systems and applications,” commented Sabio Director, Adam Faulkner. “That’s why we’re investing in best practice solutions such as FrontRange ITSM to strengthen our support capability and continuing to develop ICe.

“FrontRange will help ensure that we have the best practice processes in place for all our Incident Management, Problem Management, Change Control and Service Level Management processes, and we’ll also be using the technology to make sure that we follow ITIL procedures irrespective of the service request’s origin - via phone, e-mail, from our Intelligent Connect live monitoring application or through a Sabio Contact Centre Health Check.

“A key driver behind our Intelligent Support approach is the recognition that different contact centre systems and applications interoperate with each other, and that potential issues in one area – ACD, for example - are quite likely to have an impact on another technology such as WFO. That’s why with ICe we’re providing visibility across the entire contact centre technology estate, and that instead of just focusing on whether the hardware is working, we’ll also be providing organisations with operational and application checks so that they can manage their centres from a business perspective,” he continued.

Thanks to its continual proactive checking of vital components and business metrics, Sabio Intelligent Connect can enable accelerated diagnosis through increased status visibility. This can ensure a particularly fast response to issues and even fault prevention before a problem starts to impact service levels. ICe also reduces the need for a customer’s onsite team to spend all of their time on systems and applications monitoring, freeing them up for more valuable project based activities. Additional benefits include proactive reporting and audit trails on system performance.