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.
With Sabio growing strongly, expanding operations and continuing to invest in our Support business, it's really important that the company puts the latest communications and collaboration technologies in place to support how we work together as a business and improve how we engage with customers and partners.
For organisations wanting to optimise investment in their Avaya CS1000 platform, but still not miss out on the opportunities offered by the latest open standard SIP architectures, migrating to a hosted platform represents a smart choice.
There has been some uncertainty around our legacy platforms for a couple of years now. Back in 2012 Avaya announced it would no longer develop the CS1000 platform after the release of 7.6 in March 2013. This sparked a flurry of activity within the customer base. Some customers upgraded, some moved away and of course, most did absolutely nothing.
While frustrating IVR menus, confusing options, and difficulty in connecting to live agents are all reasons why customers turn against traditional IVR systems, the reality is that reducing customer effort while still providing cost-effective service doesn't need to be mutually exclusive.