DX (Group) plc, the leading independent logistics and parcel distribution company operating across the UK and Ireland, has chosen customer contact technology specialist Sabio to deploy a hosted communications platform that makes it much easier for customers to contact the company.
The announcement is part of DX’s ongoing OneDX strategy to bring the logistics company’s operations together onto a single enhanced operating platform to meet the changing needs of the logistics market and provide improved customer experience. Switching to a hosted Sabio OnDemand powered by Avaya solution will enable DX to retire over 80 separate telephony systems located at operational service centres and offices around the UK. It will also help the company realise impressive telephony technology and call savings of over £½ million a year.
“With our OneDX strategy we’re committed to using the latest technologies throughout our business, and we wanted our new communications platform to not only improve the overall DX customer experience but also secure market advantage,” commented Mike Sturrock, CIO for DX (Group) plc. “Having narrowed our technology choice down to an Avaya-based solution, we assessed the leading Avaya Connect Platinum Partners in detail and quickly chose Sabio as our trusted contact technology partner. Key factors behind our decision were Sabio’s proven Avaya expertise, a competitive overall cost, and the company’s clear ability to deliver a comprehensive managed service approach. We knew we could rely on Sabio to help us take our customer engagement to the next level.
“After considering a range of deployment options, we could see that a hosted solution was best for our business,” he continued. “The Sabio OnDemand cloud-enabled approach was perfect for DX. It not only incorporates the proven functionality of Avaya’s core IP Office and Avaya Contact Centre Select technologies, but also enables a true single view of the customer, as well as providing powerful platform for future customer contact innovations.”
Sabio OnDemand provides DX with a comprehensive private, virtual cloud-based multi-channel communications platform, supporting all its sites across the UK and Ireland, and taking full advantage of the company’s recently upgraded networking infrastructure. DX’s 250 contact centre agents will benefit from powerful customer interaction capabilities across voice, email, live chat and social media, while an integrated automated speech IVR capability will give DX customers much greater self-service functionality. The Sabio solution will also support some 1,500 back-office users across the company’s operations.
“With DX looking for next generation technology backed by best practice managed service capabilities, we’re delighted that the firm has demonstrated its confidence in Sabio by choosing Sabio OnDemand for its customer engagement programme,” added Sabio Founding Director, Ken Hitchen. “With DX we’ve clearly demonstrated how our hosted Avaya solution can deliver the kind of rich multi-channel contact centre functionality that major organisations such as DX increasingly demand.”