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Business Stream best practice contact centre infrastructure

Sabio SolutionsPublic Sector
Business Stream best practice contact centre infrastructure

How Business Stream, Scotland’s leading non-domestic water supplier with some 96,000 customers, selected and worked with Sabio to establish a new best practice contact centre infrastructure based on core Avaya and Verint technology.

Operational Challenge

Business Stream had to move quickly to establish its own fully scalable customer contact operations at its greenfield Edinburgh customer service centre.

Sabio Solution

Business Stream selected Sabio, to implement a technology platform for its new customer service centre operations. This was based on Avaya Communication Manager, backed by call recording and workforce management functionality from the Verint Impact 360 WFO solution suite.

Results Delivered

Working with Sabio has provided Business Stream with:

  • Access to proven contact centre technology best practice
  • A future-proof Avaya IP communications platform to support the company’s planned expansion programme
  • 100 percent contact centre recording, supporting compliance goals and enabling more effective Quality Monitoring programmes
  • Optimised resource planning with Verint’s Impact 360 WFM tool
  • Ongoing support and consultancy to ensure Business Stream continues to enjoy best practice customer service centre performance

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