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News : Southwark Council Transforms Customer Service with New Technology
Jan 7, 2014 -- Southwark Council has selected Sabio, the customer service technology systems integrator, to deploy an advanced Avaya communications platform solution for the Council’s new in-house contact centre in Peckham.
Since the contact centre’s recent successful launch, the Sabio solution has helped Southwark Council secure significant operational performance and service quality improvements, including an improvement in agent resourcing, a reduction in wait times, and most calls now resolved at First Point of Contact.
Sabio’s solution for Southwark Council is based on the latest Avaya Aura™ Contact Center technology. Sabio also deployed an Avaya Voice Portal solution to provide automated service for customers, as well as fully integrated Workforce Management and Quality Monitoring capabilities to optimise agent forecasting, scheduling and ongoing performance.
"At Southwark Council we’re committed to delivering more for less, and our in-house contact centre is proving an excellent example of how we can work to release savings while still managing to improve the services we offer to residents," commented Langa Ncayiyana, Southwark Council’s Customer Services Manager.
Posted by Veronica Silva Cusi, news correspondent
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Sabio is a specialist customer service and contact centre systems integrator focused on delivering exceptional customer contact strategies and solutions based on best-of-breed technologies from partner organisations such as Avaya, Nuance and Verint. Sabio offers business consulting, systems integration and managed services and has worked with many major organisations across the UK including Argos, Brewin Dolphin, BT Business, Business Stream, Eurostar, Homeserve, Leeds City Council, Office Depot, Thames Water and the multi-award winning Lebara Mobile.
About Southwark Council:
The London Borough of Southwark in south London, England forms part of Inner London and is connected by bridges across the River Thames to the City of London.
Published: Wednesday, January 8, 2014