New Sabio CallBack application provides cost-effective Virtual Queue capability for Avaya users
Innovative web-based solution helps cut customer frustration and abandoned calls, and removes the high cost of short-term peak staffing
LONDON – 30th June 2009 - Sabio, the innovative contact centre services and solutions company, has extended its suite of next generation web-enabled applications with the launch of Sabio CallBack. The new application helps extend an organisation’s investment in their existing Avaya technology by offering a ‘Virtual Queue’ capability that gives customers the choice of a call back when a contact centre agent is unavailable. By adding Sabio CallBack to their Avaya platform, organisations can improve their overall customer satisfaction levels and reduce call abandon rates, while also helping to smooth out call peaks by delaying contacts until agent capacity is available.
Sabio CallBack’s Virtual Queue capability means that when callers hear a queue announcement they can choose to either stay in the queue, or accept a CallBack option. Sabio CallBack then maintains a customer’s position in the queue, and re-connects them as soon as an agent is available. Unlike more expensive hosted callback offerings, Sabio CallBack adopts a premise-based model, keeping calls and their details within the network to save on costly trunk charges to a hosted provider.
“In busy times it’s not always possible for contact centre operators and their agents to answer calls as quickly as their customers would like, and it’s often cost prohibitive to staff your centre to meet short-term peaks. At the same time, there’s clear evidence that leaving customers on hold for long periods can really damage customer satisfaction,” commented Sabio Director, Kenneth Hitchen. “We’ve designed and developed Sabio CallBack to directly address this problem, and provide the significant number of organisations running their contact centres using an Avaya platform, with a flexible and cost-effective answer to the callback challenge.
“With Sabio CallBack we’re providing organisations with real control and flexibility over their callback processes. Contact centres can choose either our Virtual Queue functionality, or select a Delayed CallBack function that allows them to decide exactly when and how they want to defer customer communications,” added Kenneth. “Implementing an effective callback solution has until now been too complex and expensive an option for many Avaya users – Sabio CallBack changes that, and provides an ideal way for contact centre operators to add value to their existing Avaya investment.”
Sabio’s new CallBack application again confirms the company’s position as a leader in the development of next generation, web-enabled applications - such as the innovative Thin Client CTI desktop solution – that extend customers’ existing Avaya environments. Sabio is a multiple Avaya EMEA Award winner – most recently as Applications Partner of the Year – and its in-depth Avaya systems and applications skills as an Avaya Platinum BusinessPartner mean that the company is ideally placed to help customers make the most of their Avaya contact centre applications.
Designed to be particularly easy and cost-effective to implement, Sabio CallBack is completely web-controlled and requires no further programming. Operational staff can use the new Sabio solution to monitor call queues and adjust queue announcements and Delayed CallBack criteria.
