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News : Marsh Finance Revs Up Customer Experience with Sabio Group in a New Digital Transformation Project

#contactcenterworld, @sabiosense

London, UK, Sept 27, 2023 - Marsh Finance, a UK car finance company, is working with Sabio Group on a project that will enhance interaction experiences with its customers and brokers.

The partnership with Sabio, the digital customer experience (CX) transformation provider, marks a significant milestone for Marsh Finance, which this year celebrates its 50th anniversary.

The multi-year agreement sees Sabio taking over the maintenance and support of Marsh’s Genesys Cloud customer service infrastructure.

The new partnership also includes the provision of consultation services and technological innovation, bolstering Marsh's ongoing commitment to modernising and optimising its business operations.

"We're excited to be partnering with Sabio," said Andrew Marsh, Managing Director at Marsh Finance. "This project underlines our steadfast commitment to delivering the highest quality customer service experiences. With Sabio's expertise, we're enhancing and modernising our customer service infrastructure, reaffirming our position at the forefront of the UK's car finance sector, and enhancing the experience our customers and brokers have with us on a day-to-day basis."

An integral part of this project is the introduction of live chat capability, with Sabio integrating the technology to add to Marsh’s existing channels, which will enable true omnichannel customer service. This addition will provide customers and brokers with instant, seamless, and efficient communication.

Further enhancing its digital service offering, Marsh is also upgrading PCI-compliant digital payment capability through Sabio’s close partnership with Sycurio. 

"This collaboration showcases Sabio's knowledge and commitment to transforming customer experiences, and we are delighted to be working with Marsh as it celebrates its 50th year," said Daniel Seaborne, Sabio Group's Managing Director for UK, Nordics and Africa.

"By implementing additional CX technology into its Genesys customer service infrastructure, including live chat and secure payment capabilities, we're driving forward a digital transformation that not only meets but exceeds customer expectations. We hope this is a new beginning for Marsh Finance and the foundations for a further 50 years of success."

Sabio’s project with Marsh comes at a critical time, with the Financial Conduct Authority (FCA) introducing new Consumer Duty rules. These will set higher and clearer standards of consumer protection across financial services and require firms to take decisive actions to deliver excellent outcomes for customers. Marsh Finance's initiative with Sabio demonstrates its readiness to meet these new standards head-on.

Andrew added: "This project is of great importance as it aligns with the FCA's Consumer Duty rules. Our partnership with Sabio ensures that we not only meet compliance requirements but also establish a new standard for customer service in the financial industry."

#contactcenterworld, @sabiosense

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.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 - Workforce Management Solutions

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

Published: Friday, September 29, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

6.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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