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News : Sabio Group to Support French Mobility Operator, Kisio, as it Takes First Steps on Digital Transformation Journey

#contactcenterworld, @sabiosense

London, UK, Oct 4, 2022 -- Sabio Group has secured a new contract with French mobility and transportation specialist, Kisio, which will see it support the business as it embarks on a digital transformation journey.

The Paris-headquartered firm – which is a subsidiary of Keolis Group – has implemented a new Genesys Cloud solution across 15 sites in France.

Genesys Cloud is replacing an ageing legacy system, becoming Kisio’s new contact centre infrastructure for more than 350 agents.

The project represents the company’s first move in achieving omni-channel customer service capability and will eventually help manage interactions each year across outbound/inbound calls, SMS, email and social media.

Sabio Group, the digital customer experience (CX) transformation specialist, is supporting Kisio’s Genesys Cloud implementation, providing technical infrastructure expertise and additional support services.

The project began at Kisio’s HQ in Paris, with six sites already up-and-running. Sabio has also assisted with integrating Genesys Cloud with Salesforce, enabling Kisio to have a 360-degree view of the customer journey.

Elodie Marechaux, Project Manager, Customer Experience, at Kisio, said: "This is an exciting first phase in our digital transformation journey.

"We have been so impressed not just by the Genesys Cloud solution but by the attention to detail, expertise and flexibility shown by Sabio in meeting the needs of our business.

"This first stage is solely a telephony project but the goal is to develop all channels; so email, chatbot and callbots for example.

"This is a crucial step in the long-term digital transformation ambitions for our business and we are really pleased to be working with Sabio and Genesys on this project."

She added: "We know this is a journey – digital transformation projects of this size always are.

"However, there is already a strong feeling of partnership and collaboration between Kisio and Sabio and this is something that is extremely important to us and which we are extremely passionate about."

Herve Racine, Country Manager for Sabio France, Italy and Morocco, said: "This is a really exciting project for Sabio in France.

"Kisio is at the forefront of transport across the country - whether it be rail, bus or even bike - and so seamless and memorable customer experiences are crucial to their success as a business.

"Their new Genesys Cloud system, complete with Salesforce integration, is the first step to them achieving true omni-channel customer service capability and we are delighted to be on that journey with them.

"We believe this is the beginning of an extremely fruitful and collaborative partnership between both organisations."

#contactcenterworld, @sabiosense

Posted by Veronica Silva Cusi, news correspondent

About Sabio:
Company LogoSabio Group is a global digital customer experience (CX) transformation 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 - Touch Tone IVR

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

Published: Wednesday, October 5, 2022

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2023 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

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
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*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
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