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News : Sabio Group Announces Expanded Partnership with Google Cloud and Twilio

#contactcenterworld, @sabiosense, @googlecloud

London, UK, Mar 30, 2022 -- Sabio Group, a digital customer experience (CX) transformation provider, has expanded its partnerships with Google Cloud and Twilio by building a new solution to rapidly deploy Google Cloud Contact Center AI (CCAI) across the Twilio Flex platform.

The new Sabio connector solution enables businesses to use the programmability of Twilio Flex to optimise their customer and agent experience, with conversational virtual agents powered-by Google Cloud’s Dialogflow CX, Agent Assist, and CCAI insights.

Stuart Dorman, Sabio’s Chief Innovation Officer, said: "This is an exciting next phase of our partnership with Google Cloud and Twilio and one that strongly showcases how AI can be used to transform customer experiences.

"At Sabio, we’re proud to be recognised as one of Google Cloud’s leading contact centre AI specialists in Europe. Our customer base is filled with organisations that we’ve helped benefit from Google Cloud CCAI. Throughout our partnership, we’ve enabled organisations to automate or deflect voice interactions, improve first call resolution and assist call centre agents with suggested responses, real-time knowledge suggestions, auto population of content and auto-summarisation of calls.

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

"We have been developing our own products around Twilio’s Programmable Voice combined with Google Cloud CCAI for the last two years and are excited to expand these capabilities to Twilio Flex. Our native integrations with Google Cloud provide customers with instant access to a world leading conversation AI platform. It is a testament to both the expertise and knowledge we possess internally around Twilio and Google Cloud technologies and capabilities, particularly relating to Google Cloud CCAI."

Matt Rogers, Vice President of Market Development, Twilio, adds: "Organisations are seeing the power of AI in transforming customer service and delivering great customer engagement. The expansion of the partnership between Google Cloud, Sabio and Twilio enables customers to rapidly build, deploy, and iterate Google Cloud CCAI capabilities with the programmable power of Twilio Flex. Deploying this solution enables customers to deliver key enhancements using conversational virtual agents across all channels, with real-time assistance for agents, all via a single agent desktop and using CCAI insights to drive continuous improvements. The strengthened partnership enables a single cloud platform capable of delivering highly personalised and intelligent contact center capabilities - enabling delightful customer engagements."

Stuart added: "With our solution we can now deploy high powered virtual agents in the cloud in a matter of minutes, meaning organisations can see value from their investment immediately.

"And with pre-built dashboards, our customers can gain insights into the conversations that their customers are having with the CCAI virtual agent.

"We will continue to develop our solution to allow our customers to build and optimise complex Conversational AI solutions that exploit Google Cloud’s powerful AI and Twilio Flex platform to deliver effortless experiences for customers and contact centre advisors."

#contactcenterworld, @sabiosense, @googlecloud

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


About Sabio:
Company LogoSabio Group is a global reaching digital CX transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia and Singapore. The Group, which includes acquired subsidiaries including Dvelp, flexAnswer and makepositive, delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences. Through its own technology, and that of technology providers such as Avaya, Genesys, Verint, Twilio, Google, Amazon and Salesforce, Sabio helps organisation’s optimise their customer journeys by making better decisions across their multiple contact channels. The Group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, Essent, GovTech, HomeServe, Liverpool Victoria, M1, Office Depot, Saga, Sainsbury’s Argos, Telefónica, Think Money and Transcom Worldwide.
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Today's Tip of the Day - Check Your Automated Attendant Regularly

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

Published: Thursday, March 31, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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