DAS is one of the clear leaders within the UK’s legal expenses insurance market. DAS worked with Sabio to improve its Customer Journey through the implementation of a next generation customer contact infrastructure. This is based on core Avaya communications, Verint workforce optimisation and Sabio customer interaction management solutions.
DAS decided to work with Sabio that would help in the implementation of the right technologies. DAS wanted to embed the new technology, build and improve upon working practises and processes.
Sabio replaced DAS’ existing telephony system with a virtualised customer contact infrastructure based on Avaya, Verint and Sabio solutions and applications.
Working with Sabio and investing in an end-to-end, best of breed customer contact infrastructure has helped DAS to secure significant performance improvements, with measurable benefits including:
- Identifying savings of almost £300,000 through deployment of Verint speech analytics
- Achieving an 13 percent improvement in Quality scores using Verint Quality Monitoring and Recording
- Optimised outbound contact performance with Avaya Proactive Contact, mitigating reduced business volumes to the tune of 15 percent
- The ability to manage DAS agent resources across all its contact centres with Impact 360 WFM
- Replacing six separate support agreements with a single, multi-site Sabio support relationship
Case study: Using Speech Analytics to understand complex customer interactions
DAS worked with Sabio to implement an advanced Verint™ Impact 360™ Speech Analytics solution to better understand the nature of its customer calls.
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Working with Sabio, DAS deployed a core Avaya Aura® Contact Centre platform powering a range of specialist solutions including Speech Analytics, WFO and QM.
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The BGL Group was keen to investigate how web chat and video chat could benefit customers. Sabio helped to bring a number of new digital channels to market.
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