Sabio to launch Intelligent Desktop at 12th annual CCA Customer Contact Convention

Sabio Intelligent Desktop solution powered by Corizon creates virtual application that helps contact centre operators to ‘Detox their Desktops’ and improve agent performance

“Optimising agent desktops with Sabio and Corizon will play a key role in improving the agent experience, and that’s going to have a significant effect on overall customer service quality”
Dean Cutler, Head of Operations, Homeserve

CCA’s 12th Annual Customer Contact Convention,
14th-15th November, EICC, Edinburgh

London - 30 October 2006 – Sabio, the innovative contact centre services and solutions company, is launching its new Sabio Intelligent Desktop solution for contact centre agents at the CCA’s 12th Annual Customer Contact Convention in Edinburgh on the 14th of November. Powered by Corizon’s technology, the Sabio Intelligent Desktop will enable organisations to streamline the number of different IT applications that their contact centre agents have to work with, creating a new generation of clean and intuitive desktops, helping agents to be more effective and leaving them free to spend more time on their essential customer service tasks.

The Sabio Intelligent Desktop integrates four key elements to create a composite, role-specific agent desktop that can easily be tuned to each organisation’s requirements.

Sabio contact centre best practice process templates – developed by Sabio’s Consultancy team to deliver clear, linear, end-to-end processes that help organisations to deliver more effective customer service from a user-centred perspective.

Sabio Intelligent Desktop composite user interface (UI) – powered by Corizon –creates a virtual agent application built using ‘enterprise mash-up’ technology - a combination of re-usable UI components including data and services from Core Enterprise applications as well as Sabio-optimised contact centre services. The Sabio Intelligent Desktop features a number of consistent UI presentation elements including, for example, always-visible customer information, context-sensitive process information, and a real-time agent tickertape display providing updates on numbers of calls, average handling time and sales statistics.

Core enterprise applications data and services – solutions can easily leverage an organisation’s existing applications, re-using their capabilities without invasive integration or complex development. Corizon’s technology provides thick client and Web application integration capabilities and is complemented by Attachmate’s ability to provide conversion from an unmatched range of legacy “green screen” technologies to UI services. This approach enables the creation of agile business applications without compromising a company’s existing business critical applications.

Sabio Contact Centre Services - an expanding library of contact centre application services that build on Sabio’s extensive market expertise to deliver functionally-specific applications that address core contact centre processes such as ID&V (Identification and Verification), Customer Contact History and Compliance support. Additional Sabio services include elements such as Workforce Management-based agent reminders, Performance Management tickertape, Quality Monitoring functionality relating agent performance to business goals, and Call Recording with the ability for agents to listen to tagged calls – for example, previous customer interactions.

Typical UK contact centres can require their agents to use anything up to ten different IT applications – either during or after a customer call – ranging from customer management systems, credit card payment and CRM applications to accounts, CTI, incident ticketing and complaints handling. This is in addition to standard desktop applications such as e-mail, word processing, spreadsheets and web browsers.

According to Sabio’s Founding Director Adam Faulkner: “it’s hardly surprising that so many organisations find it hard to get the customer experience right when they’re making it so difficult for their contact centre agents to do their job properly. By helping organisations to detox their desktops and then working with them to develop the processes and an intuitive user interface that will enable agents to be more effective, our Sabio Intelligent Desktop approach is set to deliver major productivity benefits for organisations. We’ve already seen how the optimisation of key contact centre systems and applications such as CTI and diallers have helped to provide incremental performance improvements. Now by optimising the desktop, we’re in a position to take contact centres to the next stage and deliver a step-change increase in productivity.”

One company that has been working with Sabio and Corizon to streamline its agent desktop is Homeserve, the leading provider of home emergency solutions covering both emergency call-out services and insured repair solutions. According to Homeserve’s Head of Operations Dean Cutler: “we’re continually increasing our range of products, value propositions and the number of affinity partners we deal with, so we needed a way to offer all these new services through our expanding contact centre, without overloading our agents with further new systems or too much information. We’re working with Sabio and Corizon to ensure that our agents get a desktop that only delivers the information and services they need through a composite user interface that guides them through role-based business processes. It’s an exciting product, and one that we believe will deliver significant benefits in terms of improving the quality of our customer service through a period of intense growth.”

According to Eric Guilloteau, CEO of Corizon: “Companies like Homeserve know that they need to react quickly if their IT and operational teams are to respond effectively to the timelines imposed by changing business environments. That’s why we’re delighted to work with Sabio to help deliver results where it counts – at the contact centre coal face. At Corizon we bring an innovative approach to the assembly of user interfaces. Our technology platform addresses the missing link in traditional Service Oriented Architecture approaches by managing the combination – or ‘mashing-up’ – of re-usable UI services into simple, role-specific composite user interfaces. When coupled with Sabio’s clear expertise in contact centre processes and technology, we believe our Desktop approach offers a compelling proposition for UK organisations.”

Ian McKay, Attachmate’s Sales and Marketing Director, adds: “As Corizon and Sabio help contact centre agents become more effective, we are happy to be able to equip them with important customer information locked in legacy systems which are difficult and cumbersome to access, enabling them to deliver a positive customer relations experience.”