How Essent Cut Contact Centre Costs by 50% Without Compromising Service 

The Challenge

By late 2024, Essent’s ageing voice and chat systems had become costly constraints — blocking AI innovation, creating inefficient agent workflows, and driving up licensing costs — making cloud migration an urgent priority, provided it could be executed without disrupting service to 2.5 million customers.

The Solution

Essent chose Sabio Group as its migration partner based on their near three decades of Genesys expertise and prior work with Volta NXT. Embedding consultants on-site and working within Essent’s agile teams, Sabio co-ordinated a phased rollout — piloting with the SME segment before full deployment — delivering a unified agent desktop and ongoing support throughout.

The Solution

Despite colleague concerns that the transition might impact service quality, live chat NPS not only remained stable but actually improved. The migration was invisible to customers, with no degradation in service levels or response times.