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News : Appello Careline Selects Sabio Group to Support Roll-Out of New Cloud Contact Centre Platform

#contactcenterworld, @sabiosense, @appello_uk

London, UK, Feb 13, 2023 -- Appello Careline, a 24-hour careline services provider, has selected Sabio Group for its migration to a new cloud contact centre platform.

In a multi-year agreement, Sabio – the digital customer experience (CX) transformation provider – has helped deliver Appello’s move to Genesys Cloud and will continue to be the delivery and support partner.

CRM integration to Microsoft Dynamics has also been included in a project that involved the migration of around 300 UK-based contact centre agents.

Carl Atkey Chief technology Officer at Appello Careline, said: "With millions of potentially life-saving interactions every year, it’s crucial that we deliver seamless and positive experiences to ensure the best quality service for our end customers.

"This project has been an exciting one and aligns completely with our position as an ambitious and innovative, Tech-Enabled Care Services provider (TECS). We believe it will support our next generation of growth while also realising significant operational efficiencies."

Appello Careline provides 24-hour support to the housing, health and care sectors, supporting over 300,000 people across the UK and enabling them to receive the right support at the right time.

Mark Betts, Managing Director for Sabio Group in the UK, Nordics and Africa, said: "Providing customers with a brilliant experience starts with smart customer service and contact centre technologies, underpinned by the right infrastructure.

"Although gaining the right system is always a balancing act, we’ve mastered this for our clients for more than two decades – supporting contact centres across all kinds of different sectors.

"We are delighted to add Appello Careline to our list of managed service and network service clients, as well as supporting them in their migration to Genesys Cloud."

#contactcenterworld, @sabiosense, @appello_uk

Posted by Veronica Silva Cusi, news correspondent
Source: https://sabiogroup.com


About Sabio:
Company LogoSabio Group is a global digital experience transformation services provider with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India. The Group delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences. Through its own technology, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
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Today's Tip of the Day - Can You measure It?!

Read today's tip or listen to it on podcast.

Published: Tuesday, February 14, 2023

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2024 Buyers Guide Contact Center Assessments

 
1.) 
CX JS Consulting

Contact Center Optimization Services
We are the leading customer experience management consultancy specializing in maximizing ROI from CX programs with technology, telecommunications, and banking clients. Our work addresses three interconnected challenges of the Contact Center:

π—”π—šπ—˜π—‘π—§ π—₯π—˜π—§π—˜π—‘π—§π—œπ—’π—‘ π—’π—£π—§π—œπ— π—œπ—­π—”π—§π—œπ—’π—‘
Use patented predictive behavioral analytics to inform leaders of contact center agent burnout and churn, enabling empathy and extending agent employment.

π—–π—¨π—¦π—§π—’π— π—˜π—₯ 𝗖𝗒𝗑𝗧𝗔𝗖𝗧 π—’π—£π—§π—œπ— π—œπ—­π—”π—§π—œπ—’π—‘
Identify the intents of customer contacts and use your X + O data to take strategic actions that improve the customer experience, reduce costs, and create capacity for higher value in...
(read more)

2.) 
Snapshotz

Snapshotz
Snapshotz is a web-based audit tool with strong analytics that helps large and small organisations understand and benchmark customer experience delivery. Snapshotz reports contain validated CX practices, technology use and operational metrics from over 3,000+ customers globally. These are benchmarked against the ISO 18295 customer service standard, digital service delivery, health & safety and mental health and other global standards enabling validated roadmaps for CX strategy and investment
 

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