Sabio, the Contact Centre Specialist Transforming Customer Contact 

Your Industry Finance

Your Industry Finance

Increasing engagement through reduced Customer Effort

Helping financial services firms achieve the right balance between compliance and engagement

Successful Customer Engagement has never been more critical for financial services firms – indeed a recent Gallup report found that ‘extremely satisfied’ web users are seven times more likely to be engaged with their bank than ‘less satisfied’ users. For mobile banking customers, the ratio was even more compelling with a 15x differential.


Financial services firms clearly then have a powerful motivator to optimise their multi-channel performance, however too many are still distracted by the need to meet increasingly tough regulatory and compliance requirements. This can make it hard to focus on delivering a high quality customer experience.

Whether in banking, insurance, investment or business support, financial services firms also have to deal with the evolving service expectations of today’s online, mobile and social network-enabled customers. Research suggests that customers tend to be more engaged with their financial services provider when they use multiple channels – both digital and non-digital – and traditional barriers to service in terms of customer effort are reduced.

Those that have already invested and simplified the actual experience offered to customers are finding their efforts rewarded by increased loyalty. Sabio, as a leading contact centre systems integrator, has a track record of success in delivering winning solutions for financial services firms – supporting all aspects of the customer contact process - from voice self-service solutions that shorten call times for customers to advanced speech analytics tools. Working with leading organisations such as BCW Group, BGL Group, Brewin Dolphin and DAS, Sabio has an in depth experience of the key issues impacting best practice customer service delivery in the financial services sector.

Case Study

In this video case study, Martin Broom, Director of Operational Strategy and Planning at Saga discusses his key findings from the study visit to Silicon Valley, how Consumer Technology Trends are impacting Saga as well as his highlights from the Amazon and Google sessions.

Case Study

In this video Jayne Lansdell, Associate Director at BGL Group discusses his key findings from the study visit to Silicon Valley, how Consumer Technology Trends are impacting The BGL Group as well as his highlights from the Nuance session.

Case Study

In this video case study, Greg Reed, Chief Marketing Officer at HomeServe discusses his key findings from the study visit to Silicon Valley, how Consumer Technology Trends are impacting HomeServe as well as his highlights from the Amazon and Facebook sessions. 

Blog

Highlights from Nuance’s 2016 Customer Experience Summit

Having attended Nuance’s annual Customer Experience Summit in London earlier this week, it’s clear that self-service automation is making real inroads.

News

Saga, a leading provider of financial and travel products for the over 50s, has engaged contact centre technology specialist Sabio to support its contact centre infrastructure at sites in Folkestone and Thanet.

Blog

With the announcement today that HSBC will be rolling out voice and fingerprint biometric verification for its 15 million plus mobile banking customers, it’s pretty clear that biometrics technology is now going mainstream in the UK.

News

BGL Group, the major financial services group with 8 million plus customers and iconic brands including comparethemarket.com and Budget Insurance, has selected Sabio to deploy a next generation Verint Workforce Management (WFM) solution.

News

LV=, the UK’s most trusted and recommended insurer, has selected contact centre technology specialist Sabio to support its business-critical Avaya contact centre infrastructure.

Case Study

Cover CarringtonCarrHow Sabio has worked with Carrington Carr to deploy a powerful communications and contact centre infrastructure based on Avaya Aura Contact Centre technology.

News

BGL Group, the major financial services business with more than 8 million customers, has worked with leading contact centre technology specialist Sabio on a major project to strengthen multi-channel customer engagement through the addition of context-sensitive SMS messaging. 

Case Study

As the UK's clear leader in legal expenses, DAS wanted to deliver an outstanding customer experience. Through partnering with Sabio, DAS have implemented Verint Speech Analytics and Workforce Management on a core Avaya platform.

Case Study

Sabio delivers an innovative voice self-service solution for BGL Group, delivering an award-winning customer experience.

Blog

I've blogged recently about how Fraud is propelling the adoption of voice biometrics and Sabio's recent Voice Biometrics for Financial Services executive dinner event provided a great opportunity to find out if the technology was starting to gain traction in the marketplace.

Video

Sabio recently implemented web chat and video chat into The BGL Group contact centre. This video reveals how The BGL Group, who are behind brands such as Beagle Street and Comparethemarket.com have developed a multi-channel contact centre.

News

Beagle Street, the BGL Group's online life insurance provider, has gone live with a web chat solution from Sabio to further optimise their digital customer experience. Sabio has deployed web chat technology from LivePerson to make a live chat service available to those Beagle Street customers who need additional support to help them complete their online interactions.

News

Innovative financial services provider Think Money Group is working with Sabio to deploy a best practice customer contact solution to further improve service provision for the Group's 175,000 plus customer base.

Brochure

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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.

News

Barclays wealth investment management has been using voice biometrics from Nuance for the last six months to streamline authentication when clients call the bank.