The expertise behind Customer Experience

Unleash the power of AI, Data and CRM-driven insights to revolutionise every touchpoint within your customer journey. Our expertise in contact centre optimisation ensures you’re not just meeting customer expectations — but exceeding them.

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Solutions

Contact Centre

Dedicated contact centre support can make the difference between a good customer experience and a brilliant one.

AI

Slash call volumes while boosting customer satisfaction. Give your customers more control over their journey and free up your staff to focus on the …

Data

Imagine a world where you could predict and understand your customers’ needs before they contact you. Make data-driven decisions a reality with our …

CRM

Unlock the potential of your CRM and maximise your customer experience with Salesforce, one of the most powerful CRM software suites on the …

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Our expertise

If you're interested in developing more efficient and effective customer experience for your business, our team of experts is always on hand to help.

Conversational AI
Digital AI
Auto-summarisation
Channel Deflection
First Call Resolution (FCR) Improvement
Workforce Management (WFM) Optimisation
Absence & Attrition

Conversational AI

Do you know why your audience is calling?

Leverage Sabio's NLP (Natural Language Processing) AI to resolve straightforward and repetitive customer enquiries over the phone. Gather all the necessary information, such as customer intent, account details, history, or repeat caller data before transferring the call to a human agent.

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Digital AI

70% of customers’ journeys start online.

AI can help reduce expensive human service costs, such as voice, email, and chat. It can handle demand entirely on its own, gather data and context before transferring to a human agent which in turn can decrease Average Handling Time (AHT) and reduce the cost to serve.

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Auto-summarisation

Just imagine what a 5% reduction in your operations' Average Handling Time could mean for you.

Sabio AI orchestration engine can save businesses £m's and improve agent experiences by automating the agent call wrap-up process. Using Natural Language Processing, the agent/customer conversation is summarised reducing the time the agent needs to spend on post contact processing.

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Channel Deflection

How effective are you in serving your customers?

Deflect customer enquiries using AI and serve them in lower-cost channels before redirecting them to an agent.

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First Call Resolution (FCR) Improvement

Do your agents have the right information to hand?

AI-powered tools for improving FCR leverage contextual and customer-specific data to equip agents with the necessary information to efficiently handle customer enquiries. This leads to a decrease in AHT (Average Handling Time), an improvement in FCR rates, a reduction in repeat calls, and a quicker agent on-boarding process.

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Workforce Management (WFM) Optimisation

Are you deploying your agents based on their skills and knowledge?

Optimising your Workforce Management through operational and learning support will improve efficiencies and help you get the best out of forecasting, scheduling and agent knowledge. By matching the skill level of agents with the demands of the customers, you can reduce AHT and ensure that customers receive the highest level of service possible. Every time.

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Absence & Attrition

How could you take better care of your people?

An 8% annual absence rate for a 1,000-seat contact centre costs organisations c. £2m/ year. Sabio’s Agent Wellbeing Companion captures agent pressures, assesses potential impact and helps boost wellbeing. Leadership teams will see agent wellbeing trends and patterns that will deliver insights into areas of improvement. Most importantly, agents get offered guidance to help them manage stress and burnout.

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