Sabio to outline how contact centres need to respond to changing consumer demands at its December 6th “Upside Down!” event

Sabio to provide an overview of how next generation contact centres are rising to the challenge of more sophisticated consumer behaviour

Comprehensive Futures Briefing to cover impact of emerging communications trends such as , social networking, IM, Inbox 2.0 and virtual assistants

6th December, 2007, Altitude Broadcasting & Corporate Studios, Millbank Tower, London

LONDON – 20 November 2007– Sabio, the innovative contact centre services and solutions company, is hosting “Upside Down!”, a senior management briefing on Thursday 6 December, to outline how contact centres should respond to changing consumer demands and the impact of new customer communication trends such as , social networking sites, Instant Messaging, Inbox 2.0 and virtual human assistants. The briefing is being held at the Altitude Broadcasting and Corporate Studios on the 29th floor of Millbank Tower in London, and will focus on both the operational and technology challenges facing organisations as they prepare their contact centres for the next generation of consumers.

Targeted at senior managers and directors responsible for customer contact transformation, Sabio’s Upside Down! event will highlight the growing number of channels through which consumers will increasingly expect to communicate with contact centres, and clearly identify the operational challenges that organisations face in meeting evolving consumer preferences. The event will also detail some of the key technology developments – such as the increasing role played by solutions based on the SIP standard – that are set to significantly redefine total technology cost of ownership within the contact centre.

“Our Upside Down! event, based on the question ‘are your customers turning your world upside down?’ looks beyond today’s multimedia contact centres - still predominantly based around voice and e-mail – to a more dynamic customer service environment that supports the many different ways that consumers will want to interact with the organisations they choose to buy from,” commented Leigh Hopwood, Sabio’s Head of Marketing. “In addition to looking at innovative technologies such as multi-modality and video service, we’ll also be focusing on the operational challenges of providing customers a consistent service quality, irrespective of the channel they use.

“We’ll also be discussing the impact of new contact centre infrastructure approaches such as SIP, Service Oriented Architecture, rich presence and collaboration technologies,” she continued. “Our event will feature presentations from technology leaders such as Genesys, whose Dynamic Contact Centre vision reflects the need for customer service organisations to transform themselves into unified service centres, and Kallideas, who will present a series of case studies demonstrating the latest self-service approach. This finale will make you realise just how much things have changed!”

Contact centre executives interested in attending Sabio’s Upside Down! event on Thursday 6 December should visit the event page on the Sabio website. Places are limited, and will be allocated on a first come/first served basis.