Yorkshire Building Society Selects Sabio for Major Five-Year Managed Service Agreement
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Sabio, leading contact centre specialist, assumes responsibility for end-to-end delivery of service around core Avaya,
London, UK - May 29, 2013 - Sabio, leading contact centre specialist, assumes responsibility for end-to-end delivery of service around core Avaya, Verint and Nuance customer service platforms. Yorkshire Building Society, the second largest building society in the UK, has selected contact centre specialist Sabio to deliver a Managed Service to ensure the optimum performance of its core telecoms customer service platforms. Under a five-year agreement Sabio will guarantee delivery under clear end-to-end SLA targets. This will provide Yorkshire Building Society with comprehensive support for its mission-critical customer service technologies, as well as the reassurance of predictable ongoing costs for the duration of the contract.
In addition to providing a fully managed service, including standard support and solution upgrades, Sabio will assume responsibility for elements of onsite tier one and tier two troubleshooting, as well as the initial recruitment and ongoing management of suitable technical personnel to look after new telecoms technologies deployed at Yorkshire Building Society. Technologies covered will include the building society's core Avaya Aura communications platform, Avaya Proactive Contact, Verint Impact 360 Workforce Optimisation solutions and Nuance IVR software.
Stephen Mulley, who Leads Telephony Infrastructure across the Group, said: "we're committed to making it easy and simple for our customers to do business with Yorkshire Building Society in ways that are most convenient for them, and we achieve that by continually investing in the right people, processes and technology. As our customer service technologies become more complex, it makes sense for us to work with a best practice contact centre specialist that is accountable for the technical performance of our customer service infrastructure. We're delighted to have engaged Sabio in a long-term managed services capacity to ensure the end-to-end performance of these telecoms technologies."
"At Sabio we're proud of our ability to support the most complex contact centre environments, and have spent the last 12 years developing and fine-tuning our people, processes and tools to recognise, diagnose and resolve incidents to minimise business impact," added Sabio Director Kenneth Hitchen. "The combination of our acknowledged Avaya, Verint and Nuance expertise, our award-winning national support and engineering capability, and our proven ability to support leading customer service organisations makes Sabio an ideal managed service partner for Yorkshire Building Society. We look forward to a continued successful partnership, and realising further value through the delivery of our comprehensive managed service agreement."
Sabio delivers proven support for key contact centre and unified communications technologies, with full 24x7x365 coverage across 1st, 2nd and 3rd line support activities for key Avaya, Verint and Nuance technologies. The company has held Avaya's highest-level partner accreditation for the last eight years in a row, has been a Verint Partner since 2000 and has been supporting Nuance solutions since 2004. Sabio's Glasgow-based Support Centre resolves 93 percent of all incidents in-house, thanks to the company's team of over 50 technical support staff who hold more than 70 Avaya accreditations.
About Yorkshire Building Society:
Yorkshire Building Society is the second largest building society in the UK, with some 3.5 million members and assets exceeding £30 billion. As one of Britain's largest and most successful building societies, the Yorkshire has 224 branches backed up by a network of agencies spanning the country.
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 on Avaya Support and Contact Centre Consultancy, visit www.sabio.co.uk.
Contact Info: Grace Lee Sabio UK Enterprise House 1-2 Hatfields London SE1 9PG Tel: +44(0)20 7633 3900 Email: pr@sabio.co.uk
Rate this! 1-5 starsIn addition to providing a fully managed service, including standard support and solution upgrades, Sabio will assume responsibility for elements of onsite tier one and tier two troubleshooting, as well as the initial recruitment and ongoing management of suitable technical personnel to look after new telecoms technologies deployed at Yorkshire Building Society. Technologies covered will include the building society's core Avaya Aura communications platform, Avaya Proactive Contact, Verint Impact 360 Workforce Optimisation solutions and Nuance IVR software.
Stephen Mulley, who Leads Telephony Infrastructure across the Group, said: "we're committed to making it easy and simple for our customers to do business with Yorkshire Building Society in ways that are most convenient for them, and we achieve that by continually investing in the right people, processes and technology. As our customer service technologies become more complex, it makes sense for us to work with a best practice contact centre specialist that is accountable for the technical performance of our customer service infrastructure. We're delighted to have engaged Sabio in a long-term managed services capacity to ensure the end-to-end performance of these telecoms technologies."
"At Sabio we're proud of our ability to support the most complex contact centre environments, and have spent the last 12 years developing and fine-tuning our people, processes and tools to recognise, diagnose and resolve incidents to minimise business impact," added Sabio Director Kenneth Hitchen. "The combination of our acknowledged Avaya, Verint and Nuance expertise, our award-winning national support and engineering capability, and our proven ability to support leading customer service organisations makes Sabio an ideal managed service partner for Yorkshire Building Society. We look forward to a continued successful partnership, and realising further value through the delivery of our comprehensive managed service agreement."
Sabio delivers proven support for key contact centre and unified communications technologies, with full 24x7x365 coverage across 1st, 2nd and 3rd line support activities for key Avaya, Verint and Nuance technologies. The company has held Avaya's highest-level partner accreditation for the last eight years in a row, has been a Verint Partner since 2000 and has been supporting Nuance solutions since 2004. Sabio's Glasgow-based Support Centre resolves 93 percent of all incidents in-house, thanks to the company's team of over 50 technical support staff who hold more than 70 Avaya accreditations.
About Yorkshire Building Society:
Yorkshire Building Society is the second largest building society in the UK, with some 3.5 million members and assets exceeding £30 billion. As one of Britain's largest and most successful building societies, the Yorkshire has 224 branches backed up by a network of agencies spanning the country.
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 on Avaya Support and Contact Centre Consultancy, visit www.sabio.co.uk.
Contact Info: Grace Lee Sabio UK Enterprise House 1-2 Hatfields London SE1 9PG Tel: +44(0)20 7633 3900 Email: pr@sabio.co.uk
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