DAS is the clear leader within the legal expenses insurance market, and has invested in a best practice Avaya contact infrastructure to help streamline its customer journey.
Building a platform for best practice customer service delivery.
DAS deployed a core Avaya Aura® Contact Centre platform powering a range of specialist solutions including Speech Analytics, Workforce Management, Quality Monitoring and Proactive Contact.
- Successfully helped to build a powerful platform for customer contact and service delivery
- Refine and develop performance through Avaya Proactive Contact, Speech Analytics, Quality Monitoring and Workforce Management
- Increase in first call resolution and service levels
- Optimised programme leads with an improvement in scores
Case Study: Insurance Giant Targets Significant Savings Through Speech Analytics Project
BGL Group – a leading digital distributor of household financial products – engaged Sabio to deliver a Verint Speech Analytics solution to help optimise customer engagement.
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
Blog: Is the cloud really the best “Location, Location, Location” for your contact centre?
The rush to the cloud has begun. Many businesses are migrating their contact centres to the cloud.
Blog: Is remote working a permanent option for contact centres?
With the right technology and careful planning, working from home creates huge opportunities for contact centres
Blog: Lessons from the lockdown: 4 things we’ve learnt about managing CX in an isolated world
So many businesses have been forced to change the way they work, almost overnight. We’ve learnt a few surprising things about customer experience (CX) along the way.
Blog: Ambition is the key to BGL Group’s ECCCSA success
At this year’s ECCCSA European Contact Centre & Customer Services Awards, BGL Group was named as Large Contact Centre of the Year. This was a category that BGL Group also won two years ago.
Case Study: HomeServe – Speech Analytics Business Improvements Story
In this video case study, Alison Hanson, Director of Contact Centre Strategy at HomeServe discusses how implementing Speech Analytics has helped to identify pinch-points and process improvements to improve the customer experience.
Case Study: LV= Workforce Management Strategic Planning Story
LV= has been on a journey to evolve their Workforce Management activities by creating a better experience for their customers and employees.
Case Study: LV= Fully optimised Workforce Management solution unlocks 30% planning efficiencies
The LV= GI vision is to be Britain’s Best Loved, so providing award-winning service to its five million plus customers is critical to achieving the company goal.
Case Study: How Sabio Helped HomeServe to take Speech Analytics to the Next Level
Combining Speech Analytics with effective stakeholder engagement and business improvement has unlocked significant benefits for HomeServe.
Blog: Breaking free from the first generation omni-channel trap
Traditional on premise platforms can leave you at a disadvantage when it comes to building true end-to-end customer engagement strategies