#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.
Sponsor message - content continues below this message
the 2024 '19th annual' Global Top Ranking Performer Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
"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."
Posted by Veronica Silva Cusi, news correspondent
Sabio 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.
About Google Cloud:
Google Cloud accelerates every organization's ability to digitally transform its business. We deliver enterprise-grade solutions that leverage Google's technology. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
Published: Thursday, March 31, 2022
CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.
CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.
Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.
The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.
We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.