Investment in applications support strengthens Sabio's contact centre integration capabilities 

Sabio, the innovative contact centre services and solutions company, has announced further investment in its Applications business to support the growing demand from contact centres for more complex customer service solutions. Sabio is looking to strengthen its Applications Support team with specialist support technicians who will deliver both first and second line applications troubleshooting, and provide systems integration capabilities.

Sabio is recognised as a leading applications specialist focused entirely on contact centre and customer service applications. The company's deep experience of contact centre processes and technology, combined with its acknowledged expert technical capabilities, ensures that Sabio is ideally placed to develop both standard and customised applications that help organisations optimise their contact centre performance and deliver customer service excellence. Examples of standard applications include Sabio Agent Greeting, Sabio Intelligent Desktop and Sabio Payment Protection.

"While solutions such as Workforce Optimisation, self-service, multi-channel capabilities, Customer Interaction Management and Agent Desktops - backed by core technologies such as ACDs, IP connectivity and diallers - all deliver benefits, we're increasingly finding that the real value for organisations comes from configuring a mix of these systems and applications to address broader contact centre challenges. That invariably means a requirement for complex integration, application development and implementation skills," commented Sabio Director, Adam Faulkner.

"For Sabio, our real differentiator comes from having an in-depth understanding of all the key current and emerging contact centre systems and applications, and making sure that our customers have access to the technical expertise they need to implement the right solutions for their businesses. That's why we're continuing to invest in Applications specialists and in skilled support staff in particular."

Sabio is one of the few contact centre specialists with the detailed technical, process and business expertise needed to take a selection of discrete applications and combine them with business and systems integration skills to create meaningful business results and performance improvement. This capability was recognised last year when Sabio was awarded the prestigious annual EMEA Applications BusinessPartner Award by Avaya, reflecting Sabio's extensive expertise in designing, implementing and supporting customer contact solutions based on Avaya's broad applications portfolio.

According to Adam Faulkner: "we work closely with technology partners such as Avaya, Genesys, Corizon, Nuance, Verint and Voice Objects to take our customers beyond the more obvious technology benefits such as basic cost and TCO savings to help them achieve a far richer value proposition for their businesses. We can't do that without having the best Applications team, so we see ongoing investment in our people and their skills as a key component of our ongoing business development."

Date - 21/06/2007