Grey market specialist Saga is to start working with contact centre technology specialist Sabio to enhanced service management and develop customer engagement systems.
The new tie-up will support Saga’s call centres in Folkestone and Thanet and its in-house Avaya technology including the core Avaya Aura Communication Manager platform.
Saga said the deal to use Sabio’s Enhanced Support approach featuring its advanced Monitoring-as-a-Service offering will help it be more proactive.
The technology specialist will also work in partnership with Saga to drive the development of its customer engagement technology roadmap.
Simon Godfrey, head of IT operations at Saga, said: “The customer is at the heart of Saga’s approach, so it’s critical that our contact centre infrastructure keeps performing optimally.
“In selecting a new support partner we wanted an organisation that not only had an in-depth understanding of our Avaya technology, but could also help to shape our next generation customer contact strategy.
“As a long-term Avaya Connect Platinum Partner we knew that Sabio was more than capable of supporting our technology, but it was only when we visited the dedicated Sabio Support facility in Glasgow that we appreciated their breadth of capability.
“Working with Sabio we’ve found a contact centre technology partner that is much more engaged with our business and are actively looking for opportunities to strengthen the quality of customer service for Saga.
“In addition to the support role, Sabio’s specialists are actively working with us to develop our forward roadmap, conducting onsite discovery days and identifying pilot projects to help us achieve rapid results.
“It’s this kind of partnership that will help us optimise the performance of our legacy Avaya infrastructure, while also ensuring that Saga continues to deliver award-winning customer engagement.”
Sabio is initially supporting Saga’s Travel and Investment Services customer contact operations, with typically over 1,000 agents relying on the company’s Avaya infrastructure.
Sabio director Adam Faulkner said: “Saga is widely recognised as one of the UK’s most trusted businesses over the last 60 years, and the performance of its contact centres remains a critical part of its customer service offering.
“We’re delighted that Saga selected Sabio to support its Avaya Aura infrastructure, and that we’ll also be working in partnership with Saga’s IT Operations team to help evolve its contact centre technology so that it continues to set the standard for best practice customer service delivery.”