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Contact Centre Technology

Sabio’s Thin Client CTI solution secures full Avaya DevConnect Compliant status

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Sabio, the contact centre services and solutions company, has announced that its innovative Thin Client CTI desktop application has secured full Avaya DevConnect Compliant status following in-depth testing by Avaya’s technical team.

Sabio Thin Client CTI is a 100 percent web-based soft-phone solution that takes advantage of innovative Ajax-enabled programming and its zero administrative overhead design allows full voice-based call centre functionality to be delivered to any employee that has a web browser installed on their PC – irrespective of location.

Sabio’s Thin Client CTI application enables a broader range of organisations to access the powerful CTI call and agent control capabilities offered by Avaya Communication Manager, and provides an essential integration component for those businesses looking to embed full contact centre functionality into their next generation Agent Desktops. As part of Sabio’s certification programme for Thin Client CTI, Sabio has also certified it as a UI Service “application building block” for Corizon’s Enterprise Mashup Platform, bringing full telephony control to organisations taking advantage of Corizon’s approach to composite agent desktop application construction.

“For the majority of IT departments, 2009 is all about extracting the maximum value from their existing infrastructures, and finding ways to realise further potential from core platforms such as Avaya,” commented Sabio Consultancy Director, Kenneth Hitchen. “Gaining ‘DevConnect Compliant’ status is an important milestone for our Thin Client CTI offering, and – because our solution is so easy and cost-effective to deploy – we think that now’s an excellent time for Avaya users to add value by optimising their telephony investment and extending Computer Telephony Integration functionality through to their agents’ desktops.

“Securing DevConnect status for Thin Client CTI again confirms Sabio’s in-depth understanding of Avaya’s IPT and unified communications platform, and shows our ability to realise additional business benefits through innovative value-added solutions. We’ve already shown how using Sabio Thin Client CTI can help organisations to save up to 20 seconds per call using techniques such as screen-pops and telephony control through agent PCs,” he added.

According to Eric Guilloteau, Corizon’s CEO: “We are delighted to see Sabio using the Corizon Platform to deliver re-usable CTI functionality based on our open enterprise mashup technology. Thin Client CTI will be of great value to our network of customers and partners, allowing them to rapidly place Avaya IP telephony services right at the heart of key customer service processes. In a recent project for Homeserve, for example, Sabio used this approach to help the UK’s leading home emergency insurer to increase its agent-generated sales by nearly 50 percent while also reducing call-handling times by more than seven percent. Sabio’s Thin Client CTI application, backed by DevConnect certification, will play an important part in ensuring that Corizon platform users can continue to deliver major process improvements by leveraging existing investments in key technologies such as Avaya Communication Manager.”

The Avaya DevConnect programme promotes the development, compliance testing and co-marketing of innovative third-party products that are comparable with standards-based Avaya solutions. Sabio is an Avaya Platinum Business Partner, the highest status for an Avaya business partner, awarded only to those partners who exceed Avaya’s demanding assessment criteria across key areas including technical capability, customer service support, business revenue targets, professional certification and marketing. In qualifying for this status, Sabio has demonstrated market-leading expertise in contact centres and IP telephony.

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