Converging networks to drive business performance

“Sabio’s experienced contact centre team worked with our own IT consultants to ensure we got things right first time.  Sabio has helped us to create an extremely resilient infrastructure.  The effective partnership between Newport and Sabio has been validated by industry awards and more importantly the response from the public to the service the contact centre provides." Call Centre Manager, Newport City Council

Convergence - or the integration of data, voice and video technology across a unified open standards infrastructure - is gaining increased focus thanks to the speed with which IP (Internet Protocol) has emerged as a managed open standard.

Organisations are under extreme pressure to reduce costs whilst improving employee productivity and providing superior levels of customer service. By converging existing voice and data networks onto a single IP-based network, an organisation can reduce operational costs considerably. Furthermore, by providing an open platform for the deployment of a host of advanced applications such as unified messaging and IP telephony, you can significantly enhance the organisations communication capabilities.

A converged IP infrastructure allows far greater integration within the contact centre environment, with seamless interoperability between all the different system components. This can provide a powerful platform for improved customer service.

The virtual contact centre

A converged network also allows your organisation to set up a distributed contact centre infrastructure, allowing agents to be located remotely. Not only does this address the 'work life balance' legislation, but can also reduce labour costs and provide a more flexible contact centre environment.

With IP, the management of calls is carried out centrally, so instead of duplicating technology within the contact centre, a single network infrastructure can support all of an organisation’s employees – both in the central contact centre and those working remotely or on other sites.
This approach can deliver consistent performance, ensures a quality of service, provides a resilient customer service infrastructure, and enables organisations to truly integrate all their agents into one virtual contact centre.

How Sabio can help you

Sabio is a contact centre services and solutions company that has extensive experience in designing and implementing complex voice and data networks. We are ideally placed to help you take advantage of networks based on a converged IP infrastructure. With expertise in both voice and data, and specific experience across telephony, security and contact systems (all the major components of converged network technology), our team can guide you through the convergence minefield.

Working with key technologies from leading vendors we can build a bespoke solution to suit your organisation and provide advice on key open standards and their future direction, ensuring that your converged IP solution offers the most future-proof foundation.