Sage is one of the world’s leading suppliers of business software, with solutions that range from accounts and payroll through to CRM and e-business applications.
The company prides itself on differentiating around service. Over 200,000 UK businesses are subscribed to its SageCover services, providing complete support and advice for customers.
Sage wanted to investigate ways of providing its customers with more choice and identify new ways to manage the inevitable queues that were building up during extremely busy periods.
Sage selected a web-based call back solution from Sabio, to provide customers with the choice of a call back when contact centre staff were unavailable.
Sage has achieved impressive results, including:
- Successfully delivering call backs to around 15 percent of customers offered the option
- Supporting 5x the volume of call backs anticipated during pilots
- Providing Sage customers with a strong incentive to upgrade their SageCover service
- Helping address Sage’s requirement to deliver real service innovation and contributing to the company’s world class Net Promoter Score1
- Workforce management capacity planning integration
Case study: Building a platform for effective customer engagement at P&O and Cunard
P&O Cruises and Cunard worked with Sabio on the deployment of a best practice Avaya Aura® WFO solution incorporating WFM, Call Recording and Quality Monitoring.
Case study: Complete Avaya Solution Including Speech Analytics
Leeds City Council - the UK's second largest council is using Sabio to help optimise the performance of its contact centre operations.
Case study: Best Practice Contact Centre for Lebara
The Sabio solution has scaled to support Lebara's dramatic growth over the last three years - delivering best-in-class customer contact performance.
Case study: Unlocking operational savings for DAS
Working with Sabio, DAS deployed a core Avaya Aura® Contact Centre platform powering a range of specialist solutions including Speech Analytics, WFO and QM.
Video: Highlights: Sabio’s Disrupt CX 2019
Sabio's Disrupt CX 2019 in April addressed the challenges organisations face in responding to customer experience requirements.
Video: Hello, we’re Sabio
At Sabio we make sure your customer experience is brilliant, then stays brilliant.
Video: PCI Compliance and Payments
Sabio has worked with Semafone to help contact centres 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: Semafone Bank Account Verification and Customer Identification
Semafone is a Sabio partner that enables businesses to comply with PCI legislation. The video below demonstrates how Semafone verifies bank details and identifies customers.
Video: Semafone Secure Card Transactions Over the Phone
Semafone enables businesses to comply with PCI legislation. The video demonstrates how Semafone can create secure card transactions to allow payments to be made over the telephone.
Video: Sabio Network Services
The telecoms world is moving to SIP. SIP trunking uses the language of the internet to transfer calls. It is lower cost, flexible and more resilient.