Here you'll find personal commentary and current opinions from thought leaders within the Contact Centre industry.
The blogs do not necessarily reflect the current position held by Sabio. Please get in touch for our latest best practice, benchmarking and recommendations.
In my last blog I discussed how organisations need to work towards a better alignment between their mobile service solutions such as apps, and the experience offered in their contact centres. Brett Hunt from Nuance also echoed this in a recent blog1 he wrote for Sabio in August, where he stressed the requirement for more joined up cross-channel service. Brett emphasised that, from a technology perspective, there's now really nothing to stop organisations transforming how they engage with their customers.
Over the last few years there has been an ongoing debate about the rate of decline of ISDN lines in the UK – and their gradual replacement with SIP trunks. While there is a decreasing number who still view SIP as just an emerging technology, the reality is that the market is transitioning across at an accelerated pace. Since 2008 around one million ISDN channels have 'disappeared', with SIP proving the major benefactor.
Since first establishing our dedicated services hub in Singapore three years ago, Sabio has continued to invest in its presence in the Asia Pacific region. Key developments include growing our local specialist Verint and Avaya support capabilities, and also recruiting further pre-sales staff to strengthen our APAC sales and consultancy expertise.
For organisations looking for the flexibility of an open, reliable multi-channel solution, the new Avaya Aura® Contact Centre 6.4 release really helps service team/s improve customer engagement by delivering a complete, 360o view of their customers together with the context of their interactions.