Sabio Assists London Borough Havering Council to Improve Call Center Efficiency

U.K.-based contact center and unified communications (UC) systems integrator ,Sabio, has announced it is helping Havering Council, a London Borough, to implement a best practice customer services strategy based on Avaya (News - Alert) technology.

Sabio will also work with the Council to reduce the volume of avoidable contacts received, freeing Havering Council to focus its limited resources and services on those most in need.

Havering Council chose Sabio, an Avaya Connect Platinum Partner and a specialist in the provision of advanced customer contact solutions, to implement a next-generation, integrated customer contact infrastructure that would meet its needs. Solutions involved include an Avaya Aura Communication Manager connectivity platform, Avaya Aura Workforce Optimization – including workforce management, call/contact recording and quality monitoring, Avaya Aura IQ reporting and analytics, as well as Sabio’s own thin-client CTI (News - Alert) application for integration with the Council’s Microsoft Dynamics CRM platform.

Sabio will also provide Havering Council with ongoing support for the solution.

“Dealing with queries effectively is a key part our ambitious customer services transformation agenda, and we’re committed to improving how our customers can contact us, and ensuring that they always have access to the right contacts with the right information,” said Jeff Potter, head of Customer Services at Havering Council. “We’re also determined to move towards a more agile service delivery environment, where those who can help or serve themselves have the tools to do so – leaving our staff with more time to focus on our customers that require more in-depth services and support.”

The technology implementation is part of the Council's plan to achieve target efficiency and operational savings by improving service performance.

“This technology will help us in a number of key areas,” Potter added. “For example, we’ll be optimizing our workforce management to get closer to our adherence targets, ensuring closer integration with our CRM system, and also using techniques such as Sabio’s thin-client CTI solution to shave up to 15 seconds from the start of each call.”