How Sabio has worked with Carrington Carr to deploy a powerful communications and contact centre infrastructure based on Avaya Aura Contact Centre technology.
Sabio has worked with the BGL Group, one of the UK's largest personal lines insurance groups in the UK, and the company behind leading brands such as Budget, Dial Direct, Bennetts and comparethemarket.com, to deliver an innovative voice self-service solution. Using powerful speech recognition technology, the Sabio solution helps to maximise the customer experience offered and speeds up calls into BGL's contact centres.
As financial services organisations continue to adjust to today's changed economic conditions, key issues such as increased regulatory and compliance pressures, and the need for many to simplify and refocus, are making it harder for firms to concentrate on delivering a high quality customer experience.
It's clear that there's a growing conflict between an organisation's compliance operation and its customer service function – whether it's security and fraud prevention in the financial services sector, or PCI adherence in the retail payments industry.
When a major bank such as Barclays starts using voice biometrics to streamline the authentication process when clients call into the bank, it highlights the ongoing challenge organisations face when balancing their compliance and security requirements with the need to provide a good customer experience.
Contact centre specialist assumes responsibility for end-to-end delivery of service around core Avaya, Verint and Nuance customer service platforms.
- Sabio Events - bringing together contact centre senior management, industry experts from Sabio's consultancy team and award judges for ideas, advice and sharing of best practice.
- Sabio Benchmarks and eBooks - revealing challenges and comparisons from across the industry with expert tips on how your contact centre can achieve award winning status.
- Sabio Case Studies - highlighting a holistic approach to people, process and technology delivering on-going incremental improvements to the performance of contact centre's around the UK and across 35+ countries globally.
...with a compelling and proven business case model.
- Sabio specialists selected for Best Customer Implementation in Retail
How DAS – the clear leader within the UK's legal expenses insurance market – worked with Sabio to implement an advanced Verint™ Impact 360™ Speech Analytics solution to better understand the nature of its customer calls. In particular - what its customers were talking to them about and how better DAS could improve processes and back-office resources to service cases better – ultimately improving customer service levels and driving down costs for improved bottom line profitability.