Business Stream

businessstream banner

Case Study: Business Stream

How Business Stream, Scotland's leading non-domestic water supplier with some 96,000 customers, selected and worked with Sabio to establish a new best practice contact centre infrastructure based on core Avaya and Verint technology - to support operations at the company's greenfield customer service centre in Edinburgh.

Operational Challenge

Operating in the UK’s first competitive retail water market meant it was essential for Business Stream to make sure that its customers received the
highest quality and cost-efficient services available. For Business Stream, the importance of providing a first-rate customer experience could not be
overstated, and - following deregulation - the new business had to move quickly to establish its own fully scalable customer contact operations at its greenfield Edinburgh customer service centre.

Sabio Solution

Following a competitive tender, Business Stream selected Sabio, the contact centre systems integration specialist, to implement a technology platform
for its new customer service centre operations. Sabio implemented a best-of-breed technology approach for Business Stream that combined a core IP infrastructure based on Avaya Communication Manager, backed by full-time call recording and workforce management functionality from the Verint Impact 360 Workforce Optimisation solution suite.

Results Delivered

Working with Sabio has provided Business Stream with:

  • Access to proven contact centre technology best practice
  • A future-proof Avaya IP communications platform to support the company’s planned expansion programme
  • 100 percent contact centre recording, supporting compliance goals and enabling more effective Quality Monitoring programmes
  • Optimised resource planning with Verint’s Impact 360 WFM tool
  • Ongoing support and consultancy to ensure Business Stream continues to enjoy best practice customer service centre performance

Download Case Study

 Simply confirm your details in the webform to request the case study and we will forward a copy to you by reply.

Related items

  • Sabio helps strengthen multi-channel engagement with comprehensive new SMS messaging capability

    LONDON – 2nd July 2015 – Contact centre technology specialist Sabio has extended its Network Services portfolio with the addition of comprehensive hosted SMS messaging capabilities. With SMS proving an increasingly effective engagement channel for organisations of all sizes, Sabio will work with customers across the UK and internationally to not only support volume business messaging but also provide the essential services to ensure that both inbound and outbound SMS channels can operate successfully as part of an integrated customer journey.

  • Improving the Customer Experience – channel of choice

    Enabling customers to engage via their channel of choice of course makes smart sense, and is one everyone in our Industry talks about every day. However for many organisations the omnichannel reality still doesn't go much further than a few marketing-led mobile apps and some basic web chat or text messaging functionality all delivered with no overall contact strategy in place.

  • Transforming Customer Contact with Sabio

    It was great to welcome so many attendees to Sabio's Transforming Customer Contact Conference held at The Brewery in London last week. We focused our event on helping organisations to serve their customers better across today's evolving range of contact channels and, from the feedback we've already received, it's clear that this is proving an increasingly challenge in a world where the majority of consumers now have much better technology than the enterprises that serve them!

  • Delivering greater flexibility through SIP trunking

    Later this month at Sabio's Transforming Customer Contact Conference being held in London on June 18th, I'll be outlining how more and more customer service organisations are successfully transitioning their voice traffic to SIP trunking.

  • Winning Solutions for B2C organisations

    Today's customer service organisations face unprecedented pressure to improve service delivery – not just from best practice competitors but also from their customers who increasingly expect the same consistently high service levels from all the organisations they engage with.