Optimising contact centre technology performance

Through proactive support and innovative solution design, Sabio is optimising contact centre technology performance for Response’s expanding multi-site contact centre network.

Business Challenge

Response is one of the UK’s fastest growing contact centre operations, with a goal of doubling in size to become a £100 million business within the next two years. To support its growth, the company knew it needed to optimise the performance of its core contact centre systems and applications while reducing the cost of its overall technology support.

Sabio Solution

After a detailed market assessment, Response selected Sabio to provide a three year support service for its key contact centre systems and applications, including Avaya, Concerto and Genesys. Sabio and Response are jointly investigating new solutions to help improve the overall Response service offering.

Results Delivered

As a single intelligent contact for core systems and applications, Sabio provides Response with a greater level of service, minimised system downtimes, and reduced the cost of support across its three main contact centre locations by consolidating core technologies. Through true proactive support and innovative solution design, Sabio has helped enable Response to offer an ‘Any Agent, Anywhere’ architecture to its clients.

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