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News : Rentokil Initial Embarks on Global Digital CX Project with Sabio Group

#contactcenterworld, @sabiosense

London, UK, Nov, 2022 -- Rentokil Initial plc has embarked on a significant digital transformation project which will modernise its contact centre operations and technology infrastructure across 18 countries.

The pest control provider is implementing Genesys Cloud CX™ — an all-in-one Cloud, contact centre and experience solution — as its contact centre platform as part of a unified communications project.

The global delivery, supported by Sabio Group, a digital CX transformation provider, will standardise Rentokil Initial's customer experience (CX) processes and technology.

Its new Genesys Cloud contact centre will enable the business to strengthen its telephony operations as well as open up new channels for wider customer interaction.

Dan McCormick, Group Digital Products and AI Director at Rentokil said: "This is an ambitious project but one that is crucial to remaining a leader in customer service and customer experience in our industry.

"We have worked with Sabio for several years and are aware of their capabilities as a global CX specialist.

"This project will allow us to standardise customer service experiences, providing end-to-end, seamless CX across multiple touchpoints."

While voice remains its main channel, Genesys Cloud CX provides omnichannel support. As part of this, Rentokil Initial has introduced email, chatbots, ICABs & CCM Pops, Identification and Verification (ID&V) and WhatsApp, with intent capture and analysis (IC&A) and integration with its CRM also on the agenda.

Ten markets - the UK, Ireland, Portugal, Belgium, Netherlands, Switzerland, Lithuania, Malaysia, Australia and South Africa - are already live and performing ahead company KPI indicators.

A further eight are planned for roll-out in the next few months.

As well as the provision of technical expertise to assist with the roll-out in each country, Sabio – a Genesys Gold partner in Europe - will support Rentokil Initial through a multi-year Managed Services agreement.

#contactcenterworld, @sabiosense

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.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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2024 Buyers Guide Messaging Systems

 
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Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

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Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
 

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