Sabio invests in customer service infrastructure to drive growth of its contact centre support business

Increased headcount at its Glasgow-based national support centre, extended deployment of ITIL service management framework, investment in next generation ‘virtual engineering’ solution

LONDON – 4 May, 2006 – Sabio the innovative contact centre services and solutions company has made a significant investment in its national customer service infrastructure to help drive the growth of its support business. During the first four months of 2006, Sabio has won a number of key contracts to support complex contact centre systems and application deployments. The company’s ongoing investment in increased headcount and support processes, such as the ITIL service management standard, will ensure that Sabio is ideally placed to help organisations needing a more flexible approach to the support of their contact centre systems and applications.

Sabio has recruited a further five support staff at its Glasgow-based national support centre, and now provides its customers with dedicated Incident Managers – specialist service professionals trained across all the key contact centre technology areas, who are able to work with customers co-ordinating and managing complex support incidents to closure.

“Organisations are continually trying to balance cost and quality in their contact centre operations, and support contracts are clearly an area that’s coming under increased focus. That’s why at Sabio we’ve invested in our customer support infrastructure, people and processes to provide companies with a more flexible approach to supporting their contact centre operations,” commented Sebastian Henkes, Sabio’s Managing Director. “Our market-leading capability now provides organisations with access to our 24/7 support centre staffed by high quality support professionals all working to the ITIL Service Management standard, and we’ve now got a real market differentiator with the introduction of the Sabio Virtual Engineer solution that takes contact centre support to the next level.

The Sabio Virtual Engineer approach provides a virtual, always on-site engineer service that proactively monitors a customer’s systems and applications 24 hours a day, detecting and fixing faults before they have a chance to impact operational performance. According to Sebastian Henkes: “extending our offering with innovations such as Sabio Virtual Engineer means we can provide customers with a far more proactive service approach – for example by testing an organisation’s dialler system and making sure it’s good to go before an outbound campaign starts, rather than dealing with any service incidents as they occur.

“The combination of more support staff, best practice service with the ITIL framework, and our innovative Virtual Engineer approach gives Sabio a clear leadership in the contact centre service sector,” he continued.

Sabio now offers the most extensive contact centre support capability of any Avaya Platinum Partner, and the company has also secured Avaya’s highest certification for its service and support capabilities.