Yorkshire Building Society, the second largest building society in the UK, has selected contact centre specialist Sabio to deliver a Managed Service to ensure the optimum performance of its core telecoms customer service platforms.
Under a five-year agreement Sabio will guarantee delivery under clear end-to-end SLA targets. This will provide Yorkshire Building Society with comprehensive support for its mission-critical customer service technologies, as well as the reassurance of predictable ongoing costs for the duration of the contract.
In addition to providing a fully managed service, including standard support and solution upgrades, Sabio will assume responsibility for elements of onsite tier one and tier two troubleshooting, as well as the initial recruitment and ongoing management of suitable technical personnel to look after new telecoms technologies deployed at Yorkshire Building Society. Technologies covered will include the building society's core Avaya Aura communications platform, Avaya Proactive Contact, Verint Impact 360 Workforce Optimisation solutions and Nuance IVR software.
Stephen Mulley, who Leads Telephony Infrastructure across the Group, said: "we're committed to making it easy and simple for our customers to do business with Yorkshire Building Society in ways that are most convenient for them, and we achieve that by continually investing in the right people, processes and technology. As our customer service technologies become more complex, it makes sense for us to work with a best practice contact centre specialist that is accountable for the technical performance of our customer service infrastructure. We're delighted to have engaged Sabio in a long-term managed services capacity to ensure the end-to-end performance of these telecoms technologies."
"At Sabio we're proud of our ability to support the most complex contact centre environments, and have spent the last 12 years developing and fine-tuning our people, processes and tools to recognise, diagnose and resolve incidents to minimise business impact," added Sabio Director Kenneth Hitchen. "The combination of our acknowledged Avaya, Verint and Nuance expertise, our award-winning national support and engineering capability, and our proven ability to support leading customer service organisations makes Sabio an ideal managed service partner for Yorkshire Building Society. We look forward to a continued successful partnership, and realising further value through the delivery of our comprehensive managed service agreement."
Sabio delivers proven support for key contact centre and unified communications technologies, with full 24x7x365 coverage across 1st, 2nd and 3rd line support activities for key Avaya, Verint and Nuance technologies. The company has held Avaya's highest-level partner accreditation for the last eight years in a row, has been a Verint Partner since 2000 and has been supporting Nuance solutions since 2004. Sabio's Glasgow-based Support Centre resolves 93 percent of all incidents in-house, thanks to the company's team of over 50 technical support staff who hold more than 70 Avaya accreditations.