Sabio and Pitney Bowes shortlisted for CCA’s Best Technology Partnership Award

4-year partnership sees pan-European contact centre investment lead to significant increases in customer satisfaction, net promoter scores and customer retention levels

LONDON – 22 October 2009 – Sabio, the specialist contact centre systems integrator, and Pitney Bowes the world’s leading provider of mailstream technology have been shortlisted for the Customer Contact Association’s Best Technology Partnership Award – Quality & Performance Management. Award winners will be announced at the CCA 2009 Global Customer Contact Convention Awards Ceremony in Edinburgh on the 4th of November.

Sabio and Pitney Bowes have worked closely together since 2005, first on defining a best practice customer contact strategy, and then on the design and implementation of an integrated technology approach to support its contact centres in the UK, Germany and France. Key technologies involved on this major project include ACD, CTI and reporting solutions from Avaya as well as workforce management, recording and quality monitoring from Verint’s Impact 360 suite. For Pitney Bowes the results have been impressive, with customer satisfaction surveys showing 10 point year on year increases, improvements in the company’s net promoter scores, reductions in inbound call volumes, and a seven percent uplift in customer retention levels.

In selecting Sabio to support its major contact centre project, Pitney Bowes was determined to look beyond the technology. According to Mary Burke, Operations Director UK & Ireland at Pitney Bowes: “we wanted to ensure that we selected a partner who could understand our needs and provide a bridge between our operational knowledge and technology solutions. Following selection of the appropriate technology, Sabio was always on site to ensure we experienced no business interruptions. Subsequently they have continued to partner with us, staying up to date with our business challenges, understanding how the technology is working for us and offering recommendations that fit within our budget constraints.”

“Continuous improvement is an essential part of any successful contact centre project, and our close partnership with Pitney Bowes has meant we’ve been able to keep on adding value for their business,” added Sabio’s Commercial Director, Andy Roberts. “For example, we’ve worked with them to refine their quality monitoring strategy, and that’s led to more sophisticated measurements with cumulative improvements across calls as well as greater focus on specific critical issues.”

About Pitney Bowes

Pitney Bowes is a $6.3 billion global technology leader whose products, services and solutions deliver value within the mailstream and beyond. Founded in 1920, our company's 35,000 employees deliver technology, service and innovation to more than two million customers worldwide. For more information about Pitney Bowes, its products, services and solutions, visit www.pb.com.