February 8, 2013 – Contact centre support specialist helps deliver support efficiencies without any detriment to Council service delivery.
LONDON – Sabio, the specialist contact centre and unified communications systems integrator, has won a contract from Leeds City Council. Under a new three-year contract, Sabio will provide intelligent support services for the Council’s critical contact centre telephony and workforce optimisation software systems. Sabio will ensure the continued effective operation of the Council’s core Avaya and Verint contact centre technology, with ongoing Sabio service efficiencies and innovation enabling the contract to be delivered at a saving compared to the Council’s previous support agreement.
Leeds City Council is the UK’s second largest Council, and its best practice contact centre receives over 135,000 calls each month, covering a broad range of areas from highly sensitive social services and child protection issues through to more routine interactions concerning recycling/waste bin collections and pest control.
Sabio won the contract following a competitive procurement. Key factors behind the decision included the company’s ability to help Leeds City Council manage the growing complexity of applications such as speech analytics, as well as the requirement for integration across their contact centre and communications infrastructure. The Council also required a support partner that offered the highest levels of technology accreditation, so the fact that Sabio has held Avaya Connect Platinum Partner status for eight years in a row, and is a leading Verint Premier Partner, proved critical to the decision.
„At Leeds City Council we’re committed to using best practice contact centre technology to maximise the performance of our contact operations, so it’s essential that we have a stable, core telephony and workforce optimisation platform that we can rely on. However at the same time as introducing advanced technologies such as speech analytics, we’re also committed to securing additional savings as we operate under challenging budget conditions,“ commented Barry Ibbetson, Head of The Corporate Contact Centre at Leeds City Council. „Sabio understands the complexities of our service environment, and were able to come up with an intelligent support offering that could provide us with cost efficiencies without any detriment to service provision.
„Sabio is also distinctive in that they not only offer support for individual technologies, but also provide the expertise to ensure that solutions such as our Avaya platform, Verint workforce management software and speech analytics tool all collaborate effectively,“ added Barry. „Sabio’s ability to bring all these components together is a major bonus for Leeds City Council, as is their commitment to sharing current industry best practices and keeping us at the front line of technology adoption.“
„We’re delighted that Leeds City Council again chose Sabio to provide intelligent support for its contact centre technology platform, and that we were again able to convince the Council of our support leadership and our ability to help optimise the performance of their contact centre operations,“ added Sabio’s Commercial Director, Andy Roberts. „As a proven Avaya Services Expert, our Support team is backed by practice and solution specialists who are always on hand to ensure that organisations such as Leeds City Council – who rely on their Avaya communications platform and Verint software – always have access to the support and answers they need.“
With over eight years‘ experience as an Avaya Connect Platinum Partner, Sabio is ideally placed to deliver full 24x7x365 support across critical contact centre technologies from key vendors such as Avaya, Verint and Nuance. Sabio has an unrivalled track record in delivering emergency response to critical system availability incidents, with a 100 percent response within 30 seconds. Sabio’s Glasgow-based Support Centre resolves 93 percent of all incidents in-house, thanks to its team of over 50 technical support staff who hold more than 70 Avaya accreditations.
About Leeds City Council:
Leeds City Council is the UK’s second largest metropolitan local authority in England, delivering more than 500 local authority services to the City of Leeds and its 751,500 residents living in some 320,600 households.
About Sabio:
Sabio is a specialist contact centre and unified communications systems integrator focused on delivering exceptional customer contact strategies and solutions based on best-of-breed technologies from leading organisations such as Avaya, Nuance and Verint. Sabio offers business consulting, systems integration and managed services and has worked with many major organisations across the UK including Brewin Dolphin, BT Business, Business Stream, Eurostar, HomeServe, Leeds City Council, Office Depot, Pitney Bowes, Scottish Widows and Thames Water. For more information, visit www.sabio.co.uk
Avaya Support http://www.sabio.co.uk/support/avaya-support.html
Contact Centre Solutions http://www.sabio.co.uk/contact-centre-solutions.html