Lebara is one of Europe’s leading telecoms operators for migrant communities. Sabio worked with Lebara to support best practice customer service operations with a powerful Avaya-based contact centre technology infrastructure.
The Sabio solution has scaled to support Lebara’s dramatic growth over the last three years, delivering best-in-class customer contact performance. This helped the company to collect real time customer feedback and secure an impressive Net Promoter score (NPS) across its operations.
Lebara needed a solution that could combine best practice contact centre technology performance with its commitment to stay close to customers.
Sabio recommended an integrated solution for Lebara based on Avaya’s powerful contact centre technology platform. It delivers a resilient telephony service, backed by a wide range of functionality.
- Resilient telephony infrastructure ensures 90 percent of calls answered within 30 seconds
- Solution supports Lebara’s dramatic growth in customer conversations – from just 3,000 per month in 2007 to a rate of 4 million calls per year in 2011
- Sabio Thin Client CTI optimises agent performance, taking 10-20 seconds off each of Lebara’s millions of annual calls
- WFM solution delivers efficient resourcing and scheduling – around 85 percent of agent time spent productively
- Sabio Survey solution enables real time customer feedback of critical Net Promoter score data
Case study: Helping to build the Contact Centre of the Future for Home Retail Group
Home Retail Group selected Sabio to help enable and deliver the technology element of its major 'Contact Centre of the Future' project transformation.
Video: Impact of Consumer Technology Trends on the Contact Centre – Home Retail Group
Steve Carson, Director of Retail and Customer Operations at Home Retail Group discusses his key findings from the study visit to Silicon Valley.
Case study: Business Stream best practice contact centre infrastructure
Business Stream, Scotland's non-domestic water supplier selected Sabio to implement a technology platform for its new customer service centre operations.
Case study: Supporting the BGL Group with best practice contact centre consulting
BGL Group engaged Sabio's specialist contact centre Consulting Practice to identify future opportunities to ensure that their customer service provide a clear competitive differentiator
Video: PCI Compliance and Payments
Sabio has worked with Semafone to help Avaya customers achieve PCI compliance cost-effectively and reducing customer payment frustrations.
Brochure: Semafone – Keeping your Telephone Payments Watertight
Semafone has developed a payment method that channels the card data around your contact centre securely, bringing you PCI DSS compliance.
Video: Highlights: Sabio’s Transforming Customer Contact Conference
With a fantastic range of industry speakers and demonstrations, Sabio's Transforming Customer Contact Conference enabled guests to learn about new and innovative best in class technologies
Video: Nuance Biometrics SpeechSecure
Nuance Biometrics SpeechSecure ™ uses patented biometric technology on their ‘text to speech’ in order to verify callers' identities based on characteristics of their specific vocal patterns.
Video: Avaya Oceana®
Sabio leads the way in becoming the first CX provider outside the US to attain full accreditation to sell, design, implement and support solutions based on the Avaya Oceana platform
Brochure: Enhanced Support
Here at Sabio, the UK's leading independent Contact Centre technology specialist, we understand that choosing the right Support provider is fundamental to you and your organisation.
Brochure: Sabio OnDemand Support Services
The support services for Sabio’s OnDemand solutions have been specifically tailored to provide an integrated and intelligent way of supporting mission critical contact centres.