The project brings together unified voice, e-mail and text chat contact channels, a consolidated agent desktop approach, streamlined workflow management and optimised workforce management to help Unibet deliver a consistently high quality customer experience regardless of the channel being used.

We have operations across Europe, Asia-Pac, the US and Middle East distributing over 500,000 products from over 2,500 suppliers under the trading brands of RS Components and Allied Electronics.

One of our advisors who handles customer orders and enquiries in our Scandinavian contact centre, Daniela, took an inbound call from an existing customer who enquired about 100 units of a Moeller Logic Module. This would be a significant order for us in this region and one we were keen to secure!

At launch, Sabio OnDemand will feature a cloud-enabled hosted service offering – Sabio OnDemand powered by Avaya. The service will provide organisations of all sizes with increased flexibility in terms of deployment and payment models, as well as the ability to easily scale Customer Engagement services up and down according to demand levels.

Webchat is now one of the fastest-growing digital customer service channels, with 37% of customers now regularly using webchat – a higher proportion than channels such as Facebook or Twitter.

Sabio is a long-standing Platinum Partner for Avaya and Premier Partner for Verint – two of the world’s leading contact centre technologies, and the new South Beach Tower facility will host the company’s dedicated services hub for customers across the region. Sabio’s new Singapore office features dedicated customer meeting and training facilities, as well as room for additional staff following a further 10-20% expansion in the company’s regional activities last year.

In addition to providing 24x7x365 coverage for Saga’s existing Avaya technology estate – including the core Avaya Aura Communication Manager platform – Sabio’s  Enhanced Support approach will feature its advanced Monitoring-as-a-Service offering to enable more proactive service management. Sabio will also work in partnership to drive the development of Saga’s customer engagement technology roadmap, helping the business to ensure that customers continue to benefit from the highest quality of service.

The announcement is part of DX’s ongoing OneDX strategy to bring the logistics company’s operations together onto a single enhanced operating platform to meet the changing needs of the logistics market and provide improved customer experience. Switching to a hosted Sabio OnDemand powered by Avaya solution will enable DX to retire over 80 separate telephony systems located at operational service centres and offices around the UK.