SCOTLAND'S LEADING NON DOMESTIC WATER SUPPLIER SELECTS SABIO TO IMPLEMENT TECHNOLOGY PLATFORM FOR NEW EDINBURGH-BASED CUSTOMER EXPERIENCE CENTRE
Business Stream awards contract to Glasgow-based contact centre systems intergrator for powerful customer contact solution based on Avaya and Verint technologies
GLASGOW– 12 November 2010 – Sabio, the specialist contact centre systems integrator, has been selected by Business Stream – Scotland’s leading non-domestic water supplier – to implement the underlying technology infrastructure for the company’s new Edinburgh-based customer experience centre. The contract with Glasgow-based Sabio will ensure that Business Stream’s customer experience team can rely on a best practice contact centre infrastructure to support the company’s comprehensive service offering to business customers.
Business Stream is Scotland’s leading supplier of water and waste water services to businesses, serving over 96,000 customers at over 145,000 sites through its customer experience team. The new contact centre environment will be based on a best-of-breed technology approach, combining a core IP infrastructure based on Avaya Communication Manager, with full-time recording and workforce management solutions from Verint’s Impact 360 suite of workforce optimisation software.
This robust solution will provide Business Stream with full-time recording of voice and screen customer interactions for compliance and internal quality monitoring functions, along with workforce management capabilities to enable optimal scheduling of Business Stream agents against forecasted customer demand.
Sabio will also support the Business Stream customer experience solution from its 24/7 Glasgow support centre staffed by contact centre and unified communications specialists. Sabio is an Avaya Platinum BusinessPartner, and won the contract after an in-depth procurement process.
“At Business Stream we’re committed to putting the customer at the heart of everything we do, so we needed to make sure we had the infrastructure in place that would allow us to deliver a consistently high quality customer experience,” commented Graeme Ferguson, IT Operations Manager for Business Stream. “After talking with a number of potential partners, it was clear that Sabio really understood our business goals, had experience of providing best practice customer contact solutions to many of Scotland’s leading organisations, and was ideally placed to give us the technology support we needed.”
“How we manage customer interactions is critical to Business Stream’s long-term success.” he continued. “Sabio’s solution provides us with the flexibility we need to respond to new opportunities, as well as the ability to integrate further value added services into our customer offering.”
“Being easy to work with is one of Business Stream’s core values, so it was imperative that their new customer contact infrastructure at their flagship Edinburgh Park headquarters could help the company to deliver on its promise. We’re delighted that they chose Sabio as their contact centre technology partner, and we look forward to working with Business Stream as it continues to enhance its proposition and finds new ways to help its business customers save water and save money,” added Sabio Director, Adam Faulkner.
About Business Stream:
A wholly-owned subsidiary of Scottish Water, Business Stream has been formed as an arms-length company with its own board and independent management team. Its goal is to provide a first class service for business customers and respond to the challenge of other established utility companies entering the new, competitive market which opened on 1 April 2008.
Under the Water Services etc. (Scotland) Act 2005, Scottish Water had to split its operation into wholesale (Scottish Water) and retail (Business Stream) units. Although ostensibly remaining a part of Scottish Water, Business Stream is a new business working completely independently of its parent company in order to ensure fair and transparent retail practice under the rules of the new competitive marketplace for business customers.
The business stream website can be found at www.business-stream.co.uk
About Sabio:
Sabio is a specialist contact centre systems integrator focused on delivering exceptional customer contact strategies and solutions. Sabio offers business consulting, systems integration and managed services and has worked with many major organisations across the UK including egg, HomeServe, Leeds City Council, Newport City Council, Pitney Bowes, Scottish Widows, Student Loans, Thames Water and Yorkshire Building Society.