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

  • Making life easier for customers

    When it comes to making life easier for customers, many organisations still have a long way to go. This was confirmed at the beginning of the year when the Institute of Customer Service's latest UK Customer Satisfaction Index reported that customer satisfaction has dropped to its lowest level since 2010.

  • Ten minutes with Grace Lee

    Each Newswire edition our Client Relations and Events Manager, Grace Lee, interviews one of our customers to find out what it's like to work with Sabio, what's going on in their industry, and what makes them tick. Here Grace catches up with Julie Warne, Head of Carnival UK's Customer Contact Centre, where she's responsible for driving engagement for the company's P&O Cruises & Cunard's operations.

  • Sabio extends hosted contact centre offering providing customers flexible, instant access to Verint Workforce Optimisation solutions

    LONDON – 25th March 2015 – Sabio, the leading contact centre technology specialist, has added comprehensive Workforce Optimisation capabilities from Verint® Systems Inc. to its new Sabio OnDemand cloud-enabled hosted contact centre offering. Sabio OnDemand powered by Verint provides contact centre operators with instant access to market-leading Workforce Optimisation technologies, and joins Sabio OnDemand powered by Avaya in Sabio's expanding suite of industry-leading hosted contact centre solutions.

  • 3 tips for selecting a Workforce Management Solution

     1.  On Demand – for some organisations, the benefits of Workforce Management are clear but the initial investment and often inflexible software licencing can make procurement challenging.

  • White Paper: Ensuring Workforce Optimisation Efficiency

    Workforce Management (WFM) is quite rightly seen as potentially the most valuable tool in the contact centre manager's portfolio, as it effectively provides them with a platform for unlocking the potential of further Workforce Optimisation initiatives.