First successful speech-based self-service payment solution

How Sabio worked with BCW Group plc, the leading European credit management company, to implement the industry’s first successful deployment of a speech-based self-service payment solution.

Business Challenge

BCW Group plc has been selected as one of the “Top 100 Companies to Work For”, and is committed to providing its staff with the optimum working environment. The group needed a way to keep receiving customer payments while its offices were closed. Traditional touchtone IVR approaches weren’t attractive, so the company looked for a more innovative and customer friendly approach to the challenge.

Sabio Solution

BCW Group plc chose Sabio, the innovative contact centre services and solutions company, to design and implement the credit management sector’s first successful deployment of a speech-based self-service payment solution. Sabio’s Voice Self-service Practice implemented a complete solution integrating technologies from Avaya, Nuance and VoiceObjects.

Results Delivered

Since launching the service, Sabio speech-based self-service payments now account for 17 per cent of all credit/debit card payments taken by BCW Group plc over the last year, exceeding the company’s initial expectations. The Group has found that the payment solution repaid its original investment within just six months, and that the self-service payment system is now contributing positively to the company’s bottom line.

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