BGL Group – a leading digital distributor of household financial products to more than eight million customers – engaged Sabio to deliver a Verint Speech Analytics solution to help optimise customer engagement.
In just six months since initial deployment the company has already identified a series of ‘quick wins’, and is on track to achieve further benefits in terms of operational savings, quality enhancements and performance improvements to be obtained within the first year.
White Paper: Speech Analytics goes Mainstream
Speech analytics remains a significant investment area for companies, given its ability to drive operational improvements, contain costs and impact customer satisfaction.
White Paper: Voice Biometrics goes Mainstream
The latest biometric technologies can help customers to be verified based on their unique physical characteristics - whether it's their voice, fingerprint or face.
Case Study: Which?: Evidence enables NPS to exceed target month on month with CSAT
Which? invested in Bright Navigator a few years ago and has integrated the customer survey solution so deeply that it is in the fabric of the organisation
White Paper: Ensuring Workforce Optimisation Effectiveness
Done right, WFO helps to inform the right decisions and contributes directly to ensuring service excellence
Blog: Cloud Contact Centre – a powerful platform for change
Unless you know what problems you’re trying to solve with the cloud, you may not see the contact centre transformation you had hoped for. But once you have a plan, the sky’s the limit.
eBook: The Ultimate Guide to Customer Experience
Our latest CX eBook explores what customer experience means and why now it’s more important than ever.
White Paper: Speech Analytics 3D Model – Data Drives Decisions
This methodology by Sabio analyses and extracts actionable information from all customer interactions to facilitate decision making and transformation of customer-centric results through Speech Analytics
Flyer: Unlock your Avaya CX potential with Sabio OnDemand hybrid cloud
Sabio OnDemand ensures consistent, high quality experiences, providing customers with a frictionless, joined-up service across multiple channels.
Flyer: Take your first step towards a digital voice channel
Voice is now a digital UI, and innovative businesses are digitising the voice channel to help them meet their strategic goals for customer service – including automation.
Blog: How Insurance and Finance Optimise the Digital Customer Experience
In a recent ‘FinTech Finance Virtual Arena’ episode, Barry Webb of BGL Group and I discussed digital customer experience during the COVID-19 pandemic. More importantly, how the insurance industry has adjusted to the new digital environment focusing on customer experience.
Video: Fintech Finance Virtual Arena
In a recent ‘FinTech Finance Virtual Arena’ episode, we discover how the pandemic has changed the way customers interact with their insurers.
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