Sabio to deploy predictive dialler into Conduit’s virtual contact centre network

The new solution will help increase agent activity time

LONDON – 4 April, 2006 – Sabio, the innovative contact centre services and solutions company, is to deploy a predictive dialler in Cardiff to service three Conduit sites in the UK and Ireland. As an industry leading Outsourcer specialising in the delivery of directory enquiry services, Conduit is seeking to broaden its client offering. Sabio’s consultancy and project teams will design and deploy the new dialler to maximise agent efficiency by eliminating time wasted as calls connect and also to automate the requirement for agents to arrange call-backs. Sabio worked with Conduit to develop this solution that will help increase the efficiency of its outbound agents.

The new predictive dialler technology will enable Conduit to conduct outbound campaigns for its own business and its customers across its distributed IP network of contact centres located in Cardiff, Swansea and Dublin. It will enable Conduit’s agents to make sales calls based on availability, and provide the company with greater flexibility to distribute its agent resource throughout the enterprise. The solution will ensure that calls are set up for the three sites based on the number of active agents and predicted availability.

“The installation of this new dialler will ensure we carry out accurate and cost-efficient outbound campaigns for both our clients and our own projects,” commented William Lewis, IT Director, Conduit. “Working with Sabio, as we have done for several years, will also ensure that we can target and achieve maximum efficiency within the business. Sabio’s consultants and engineers are very effective at identifying ways to make our contact centre systems and applications work better for our business, and this dialler project has been no exception.”

“We helped Conduit to implement a distributed IP platform a few years ago, and we work with Conduit on an ongoing basis to make the solution produce better results for the business and its customers,” added Adam Faulkner, Founding Director, Sabio. “The Company’s outbound business is now a key focus and we are working with Conduit to ensure that it is cost- efficient and that its agents are more effective. Building an outbound campaign involves many different processes and databases coming together, but through our work with Conduit we feel that we have established an approach that will deliver maximum results.”

Sabio is a long-term contact centre consultancy and systems partner for Conduit, and previously deployed its distributed IP network across its three sites, with a hub based in London. The project included the development of its IVR system as well as the introduction of the Sabio’s Automated Agent Greeting solution to ensure consistent service in line with Conduit’s 118 888 brand and enhanced agent productivity.

About Conduit
Conduit Limited is an Irish-headquartered company employing over 1400 people in five countries, including over 500 people in Ireland. The Company operates seven call centers, which are located in Ireland, Austria, Switzerland, and Wales. As well as providing its own-branded directory assistance services, Conduit provides call centre facilities for a number of major blue-chip clients providing customer support, sales and back-office functions on an outsourced basis.

In Ireland, Conduit operates the independent “11850” directory assistance number which has achieved widespread brand recognition throughout Ireland, and especially in the mobile sector where its 11850 Number Textback Service has proven very successful. In the UK, Conduit operates the “118 888” directory assistance number with strong brand recognition in the sector, while also providing a customised directory assistance service for Orange UK. The Board of Conduit Limited is chaired by Hugh Cooney and the other non-executive directors are Eugene McGale, Tom Kirwan, Neil Parkinson and Michael Walsh. The executive directors are Liam Young (Chief Executive Officer), Mark Buckley (Chief Financial Officer) and Denis Creighton (Chief Operations Officer).