Sabio, the leading contact centre technology specialist, has added comprehensive Workforce Optimisation capabilities from Verint® Systems Inc. to its new Sabio OnDemand cloud-enabled hosted contact centre offering.
Sabio OnDemand powered by Verint provides contact centre operators with instant access to market-leading Workforce Optimisation technologies, and joins Sabio OnDemand powered by Avaya in Sabio's expanding suite of industry-leading hosted contact centre solutions.
Sabio OnDemand powered by Verint provides organisations with a secure, modular and consistent platform for a comprehensive range of Workforce Optimisation functionality including forecasting, scheduling, historical reporting, call recording, quality monitoring, speech analytics and performance management. Sabio OnDemand powered by Verint leverages Sabio's comprehensive international virtual cloud-based hosting capability to deliver best practice Verint Workforce Optimisation technologies backed by Sabio's proven in-depth contact centre expertise. The hosted solution also features pre-built connectors for most leading ACD and multi-channel routing platforms, and is designed to offer ultimate scalability from tens of agents through to thousands.
"While research firm ContactBabel has found that around half of UK contact centre operators are currently using cloud-based services within their business, to date less than 25% of UK contact centre operators have taken advantage of hosted platforms to power their customer contact operations," commented Sabio Director, Adam Faulkner. "Perhaps a key reason for this is that thousands of contact centres worldwide already rely on award-winning technologies from specialist providers, such as Verint, to help differentiate their customer contact performance. With Sabio OnDemand we're looking to combine the best of both worlds, enabling organisations to continue trusting their customer engagement to proven best-in-class Verint Workforce Optimisation technology, but now delivering it via a more flexible, hosted model."
"With its innovative OnDemand hosted proposition, Sabio is helping organisations take the guesswork out of migrating their contact centre operations to the cloud by effectively providing all the benefits of Verint's best practice workforce optimisation expertise, but with none of the downsides of first-generation cloud solutions," added Mike Pryke-Smith, Vice President, Strategic Partnerships EMEA, Verint. "Transitioning to Sabio OnDemand powered by Verint will not only provide organisations with a flexible cloud-enabled WFO solution offered by a long-established, Verint Premier Partner, but also a powerful hosted platform that gives organisations the ability to integrate their 'powered by Verint' service with other key contact centre functionality including comprehensive ACD and multi-channel routing as well as advanced PCI compliance capabilities."
"In Sabio OnDemand we're directly addressing customer demand for newer deployment models, seamless upgrades, rapid deployment and increased flexibility – including mobile WFO access and homeworker support - without compromising any of the performance and quality that organisations rely on to differentiate themselves in today's increasingly complex and competitive customer service world," added Adam Faulkner. "As a proven workforce optimisation specialist, delivering solutions that already support thousands of contact centre agents across many of the world's leading organisations, Sabio is ideally placed to provide contact centre operators with the WFO functionality they need today but with the flexibility and ability to easily scale services up and down according to customer contact demand levels."
Sabio OnDemand powered by Verint offers a number of modular workforce optimisation capabilities, each of which can be activated separately while still benefiting from a common user interface, historical and real-time data and integration. Key features include comprehensive Workforce Management, Call Recording, Quality Monitoring and Advisor Coaching, Speech Analytics and Performance Management scorecards for advisors, team managers and business area owners. Sabio also provides Managed 24x7 Premium Support as part of the Sabio OnDemand powered by Verint service.
Sabio OnDemand powered by Verint solutions are hosted in a Sabio data centre and delivered via a standardised implementation method that draws on the company's in-depth operational best practice expertise providing market-leading contact centre solutions to organisations of all sizes. The Sabio OnDemand platform is entirely hosted and managed by Sabio, and requires minimal customer IT expertise to support its 'powered by Verint' solution.
Sabio is distinctive in that it helps customers address all aspects of the WFO lifecycle, from initial scheduling and forecasting through quality monitoring, call recording and performance management to more advanced analytics projects. Sabio has worked with the Verint Workforce Optimization suite since 2000, and this year celebrates its 15th consecutive year as a Verint Premier Partner—supporting its partner solutions via a UK-based Support Centre that features an in-house team of some 20 highly-skilled Sabio WFO support staff.