WHITE PAPERS

Recognised for innovation and thought leadership, Sabio is sharing its knowledge through a series of free white papers.

Each white paper takes an industry challenge, trend or concept and investigates its impact on the contact centre.

Avaya Aura in the Contact Centre

Evolving towards a next generation customer service approach with Avaya Aura.

Whether you have a Nortel infrastructure or a Siemens telephony platform, it is worth looking at how Avaya's new Avaya Aura platform can help your business get ahead of the competition. To help you understand what this latest offering from Avaya could do for you, Sabio's Stuart Dorman, Principal Solutions Consultant, has written this white paper

It looks at:

  1. Enabling next generation communications through 'game-changing' technology
  2. Introducing Avaya Aura - a breakthrough in business communications
  3. Avaya Aura and the contact centre- key opportunities
    • A revolution in communications architecture through SIP trunking
    • Adding value through contact centre specific applications
  4. Unlocking the potential of Avaya Aura with Sabio
    • Translating Avaya Aura into demonstrable contact centre business benefits
    • Realising benefits with focused added value Avaya applications
    • Reducing monthly call costs through effective SIP trunking
  5. Sabio solutions for Avaya Aura
    • Sabio App Store
    • Sabio Network Services

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Customer Service Solutions for Tough Times

Delivering cost-effective customer service in difficult market conditions

Current economic conditions are clearly having an impact on business strategy across the country, with organisations looking for ways to trim spending and improve their bottom line. For some, the focus is on defensive strategies such as reducing costs, cutting headcount and increasing efficiency, and for companies with fixed costs and declining revenues that's clearly a way of minimising losses and improving short-term results.

It includes infomation on:

  1. Reducing costs and increasing service accessibility through sophisticated self-service and assisted self-service options
  2. Increasing efficiency and making more effective use of your most expensive contact centre asset – your agents – through key workforce optimisation techniques
  3. Improving customer retention by having the right outbound strategy and infrastructure in place
    Successfully reducing headcount or combining multiple contact centres with effective virtualisation
  4. Ensuring business continuity and avoiding lost business by making sure you’ve successfully replaced key platforms – such as ACDs
    – that are either end-of-life or don’t support your business strategy

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Evolving workforce optimisation

Evolving the traditional Workforce Optimisation model

It needs to properly address today’s distinct challenges of effective contact centre Employee Optimisation and Customer Management

It covers the following:

  1. Can customer service organisations really relate to and apply the latest Workforce Optimisation value propositions?
  2. Workforce Optimisation Economics
  3. Identifying two distinct WFO approaches: Employee Optimisation and Customer Management
  4. Employee Optimisation
  5. Customer Management
  6. Combining Employee Optimisation and Customer Management activities for a true customer focused operation
  7. Using Employee Optimisation efficiencies to fund Customer Management investment
  8. Sabio, your best practice partner for effective, next generation Employee Optimisation and Customer Management solutions

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Unlock more value from your communications infrastructure.

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