DAS selects Sabio to implement next generation customer contact infrastructure

Major contract from leading legal expenses insurer to provide integrated contact centre capability based on core Avaya, Verint and Sabio solutions

LONDON – 28 January 2010 – Sabio, the innovative contact centre services and solutions company, has won a major contract with DAS - the UK’s leading legal expenses insurer – to design and implement a next generation contact centre technology infrastructure to support its UK operations. The new Sabio contact centre solution will provide DAS with a best practice customer contact platform, helping the company to develop and enhance its customer journey while maximising the operational effectiveness of teams across multiple locations.

Sabio secured the contract after a major competitive procurement process, and will replace the company’s existing platform with a virtualised customer contact infrastructure based on core Avaya, Verint and Sabio systems and applications. The infrastructure will support operations at the DAS Head Office in Bristol and dedicated Motor Claims operation in Bedwas, South Wales. A key benefit for DAS will be the effective virtualisation of its contact centre resources across these locations, enabling further performance optimisation and providing a single, unified view of customer service activities.

“As our business grows, our claims and legal advice call volumes are climbing, especially from people who have lost their jobs or are worried about losing them during these tough economic conditions. So, it’s vital that DAS is able to match this customer demand with the best customer service infrastructure available” commented Victoria Scott, Head of Claims and Assistance at DAS. “Investing in best-of-breed contact centre technology is clearly an important part of this, particularly as we work to remodel our customer journey and support our advisers at every stage of the process.

“To make sure we made the most of this opportunity, we needed to work with a strategic systems integrator that could help us select and implement the right technologies - and then optimise their ongoing performance,” she added. “That’s why we’ve chosen Sabio as our strategic contact centre technology partner and are looking forward to rolling out our new solution to meet the ongoing needs of our business partners and customers in a more efficient and effective way.”

“We’re delighted that DAS has selected Sabio as its strategic contact centre technology partner. DAS has demanding operational objectives, so it’s clearly essential that it has a customer service infrastructure in place that can support both its current activities as well as its expanding operations,” said Kenneth Hitchen, Sabio’s Consulting Director. “To help DAS achieve its goals we’ve designed a solution that is built around a strong ROI case, and we look forward to helping them both optimise their customer journey and maximise operational efficiency.”

Sabio’s integrated contact centre solution for DAS features a number of key technology components including a core Avaya Communication Manager platform. The new solution creates a fully virtualised IP communications infrastructure across multiple DAS sites and also features full disaster recovery with Avaya’s Enterprise Survival Servers (ESS) technology. Sabio will also implement an advanced workforce management capability based on Verint’s Impact 360 Workforce Management software, full voice recording with Verint’s powerful Impact 360 platform, as well as piloting an innovative Desktop Activity Manager solution from Verint to monitor applications usage in key operational areas such as claims handling.

Sabio will also replace the existing DAS dialler with an advanced Avaya Proactive Contact solution to help ensure effective outbound customer contact. Sabio will add value to this process with its own Thin Client CTI solution that will support outbound activity with full screen pop-ups and telephony control capabilities. Sabio will also provide DAS with a comprehensive support capability, offering a single point of contact for the entire DAS customer contact infrastructure.

About DAS

Since its formation in 1975, DAS has become firmly established as the clear leader within the legal expenses insurance market. Its products are designed to offer legal expertise and assistance to businesses, individuals and motorists, and are supported by a range of advice, assistance and claims management solutions. DAS UK is part of Munich-based DAS, the European leader in legal expenses insurance with an annual premium income of more than €844 million. For more information, please visit www.das.co.uk