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 - use Sabio's Insight processes to benchmark your performance and discover how your contact centre can achieve award winning status.
- Sabio Case Studies - highlighting how a holistic approach to people, process and technology can deliver on-going incremental improvements to the performance of your contact centre.
...with a compelling and proven business case model.
- Sabio specialists selected for Best Customer Implementation in Retail
How HomeServe selected Sabio to work as a strategic contact centre technology partner and trusted adviser, supporting the development of its UK customer service operations. Over the last five years, Sabio has helped HomeServe to achieve savings of over £3.5 million a year through the deployment and implementation of effective call routing, a workforce optimisation programme, speech-enabled solutions and an advanced unified desktop solution that together combine to create a cost-effective contact centre infrastructure that will continue to release annual operational cost savings every year.
HomeServe Claims Management selected Sabio to develop a speech-based solution for its Contractor Job Update Line. The solution has significantly reduced the time that HomeServe co-ordinators spend liaising with contractors, enabling them to improve service levels by giving customers immediate answers to their questions.
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.
How DAS – the clear leader within the UK's legal expenses insurance market – worked with Sabio to improve its Customer Journey through the implementation of a next generation customer contact infrastructure across multiple sites based on core Avaya communications, Verint workforce optimisation and Sabio customer interaction management solutions.