A new managed services agreement has been announced by Sabio, a company which offers contact center solutions. The managed service provider (MSP) has signed a five-year agreement to deliver optimum performance of its core telecom customer service platform to the Yorkshire Building Society.
The organization, which is the second largest building society in the UK, will receive support for mission-critical customer service technologies in addition to reassurance of predictable ongoing costs throughout the life of the contract. Sabio will provide fully managed contact center services, including solution upgrades and standard support.
The MSP will also take over responsibility for elements of onsite tier one and tier two troubleshooting. The company will additionally handle the initial recruitment and ongoing management of technical personnel to take care of new telecom technologies deployed. These will include a core Avaya Aura communications platform, Avaya Proactive Contact, Nuance IVR software and the Verint Impact 360 Workforce Optimization solutions.
Sabio provides 24x7x365 support for a variety of technologies across first, second and third-line support activities. The service provider is a high-level Avaya partner for eight years running, and has been a Verint partner for 13 years. The MSP offers a Glasgow-based support center with a 93 percent track record of resolving incidents in house. They retain more than 50 technical support staff with a combination of more than 70 Avaya accreditations.
“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," said Stephen Mulley, who is in charge of telephony infrastructure at Yorkshire. "As our customer service technologies become more complex, it makes sense for us to work with a best practice contact center 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 recognize, diagnose and resolve incidents to minimize business impact,” said Kenneth Hitchen, Sabio director. “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 organizations makes Sabio an ideal managed service partner for Yorkshire Building Society. We look forward to a continued successful partnership, and realizing further value through the delivery of our comprehensive managed service agreement.”
Edited by
Rich Steeves
