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Leading customer services outsourcer selects Sabio for Avaya customer contact project

Tuesday, 17 July 2012
  • Indigo Lighthouse appoints specialist Avaya Connect Platinum partner Sabio to implement contact centre platform and Avaya IQ reporting and analytics solution

LONDON – 17th July, 2012 – Sabio, the specialist contact centre and unified communications systems integrator, has helped Indigo Lighthouse implement a next generation Avaya customer contact infrastructure to support its outsourced customer services clients. Indigo Lighthouse is the leading customer service and delivery provider of contact lenses across Europe. The new Avaya Aura based contact centre and reporting solution will play a key role in supporting operations for the company’s expanding portfolio of major clients across the UK and Europe.

Indigo Lighthouse took advantage of its move to larger headquarters in Bath Street, Glasgow to update its core contact centre technology infrastructure. Having considered alternative approaches, including a cloud-based approach, Indigo Lighthouse selected Sabio to implement an integrated customer contact solution based on Avaya Aura Communication Manager and Avaya IQ contact centre reporting and analytics platform.

“Delivering the highest quality service is an essential part of the Indigo Lighthouse philosophy, and we work hard to ensure that we take advantage of the right technology and industry best practices. So when we moved to our new headquarters we were determined to make the most of the opportunity by equipping our new customer services operation with a best practice contact centre technology solution,” commented Susan Steele, Indigo Lighthouse’s Customer Services Manager. “Given the increasing complexity of our mix of clients and our international expansion programme, we were particularly interested in refreshing our reporting approach so that we could deliver more value to the business.”

Using Avaya IQ reporting and analytics will help simplify reporting for the Indigo Lighthouse team, automating previously manual processes, and ensuring that the company can provide its outsource clients with added value reports based around real-time customer activities. According to Susan Steele: “as the first outsourcer to receive Customer Contact Association accreditation, we pride ourselves on our best practice approach, and we look forward to working with Sabio to unlock further value from our Avaya deployment.”

Customer contact is central to Indigo Lighthouse’s long-term success, and the company has created an award-winning multi-lingual contact centre that delivers a mix of contact services including inbound and outbound call handling, managing multiple customer contact channels such as e-mail, chat and Web, appointment booking, order processing, database management and customer feedback surveys including Net Promoter Score.

“We’re delighted that Indigo Lighthouse selected Sabio and our skills as an Avaya Connect Platinum partner for its important next generation contact centre technology project,” added Sabio’s Commercial Director, Andy Roberts. “In addition to the robustness of the Avaya Aura Communication Manager platform, our solution also uses the power of Avaya IQ to deliver insights into both customer and agent activity, and that will play a key role in helping Indigo Lighthouse to develop its position as a leading outsourced customer service provider across Europe.”

About Indigo Lighthouse:

Indigo Lighthouse was established over a decade ago to offer a portfolio of outsourced customer relationship services to clients across key industries including optical, healthcare, retail and e-commerce. The company is the leading customer service and delivery arm provider of contact lenses across Europe, co-ordinating the delivery of 500,000 eye care packages to consumers every month. Since its formation in 1998, the company has continued to expand, and now supports some 17 major clients across the UK and Europe. Success across Europe has led to the development of Indigo Lighthouse’s contact centre operation, and its Glasgow service centre features agents that support eight different European languages.

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