Sabio will work with Bristan to implement an Avaya-based unified communications state-of-the-art contact centre solution and performance enhancing workforce optimisation technology. The implementation will allow Bristan to support its growth strategy by optimising agent productivity and performance without the need for significant additional recruitment.
This deployment is the initial phase of a major four-stage project that will see Bristan implementing the contact infrastructure to support its ambitious ‘Delivering an Extraordinary Customer Experience’ commitment. According to Bill Wilson, Bristan’s Customer Services Operations Manager: “we had reached the stage where our business growth was outstripping the capabilities of our legacy telephony system, and this was creating a customer service bottleneck. We knew that our next enterprise unified communications and contact centre platform would be key to the success of our major customer service transformation programme, so we looked initially for a technology partner that could help us deploy a best practice contact centre infrastructure to support our goals.”
“Analyst recommendations, coupled with demonstrations of the various systems convinced us that that an end to end Avaya Aura communications platform and Avaya Aura contact centre solution, provided by a single vendor and a single systems integration partner should form the core our contact centre strategy, following extensive assessments, it quickly became clear that Sabio was the technology systems integrator that took time to understand our customers’ needs, and was consequently best placed to help us get the most out of this technology,” continued Bill. “By adopting a phased approach, Sabio has also helped us develop a contact centre roadmap that can quickly become self-financing, with the savings from our initial workforce management deployment, for example, releasing savings and efficiencies that will help fund our subsequent activities.”
After an initial consultancy engagement to build a solid business case, Bristan selected Sabio to design and implement an end-to-end Avaya Aura communications platform supported by a portfolio of powerful applications. Sabio will build the foundations of the solution with an Avaya data-networking infrastructure. Enterprise wide unified communications will be delivered across Bristan Group sites in Tamworth, Bristol and Birmingham with unified messaging being delivered by integrating Avaya Aura Messaging into Bristan’s Lotus notes environment.
Within the new virtualised operation Avaya IQ contact centre reporting and analytics and Avaya workforce optimisation applications (including workforce management, quality monitoring and call recording) will support Bristan’s objective of delivering world-class customer service. Sabio will also support the Bristan contact centre operation with initial training, knowledge transfer and ongoing support.
“Bristan has demonstrated a clear commitment to delivering the highest standards of service to its trade and consumer customers, and we’re delighted that they chose Sabio to help them design and implement their unified communications and contact roadmap using Avaya-based solutions” added Andy Roberts, Sabio’s Commercial Director. “Our unique knowledge of the end to end Avaya portfolio, including a dedicated operational consulting team and experience of helping our clients build solid business cases meant that we could present a clear route towards the benefits Bristan can achieve – not just from their initial Avaya Aura unified communications, contact centre and workforce optimisation projects, but also from subsequent phases such as speech analytics, CRM integration and integrating the ‘voice of the customer’ programmes. Working with Sabio, Bristan can be confident that they can realise these benefits as part of a structured and cost-effective deployment.”
As a leading Avaya Connect Platinum Partner, Sabio has extensive in-house expertise in designing, delivering and supporting comprehensive Avaya Contact Centre and Unified Communications solutions. The company is a proven Avaya DevConnect Partner, acknowledged for its ability to create innovative customer service solutions that enhance and integrate Avaya products, and Sabio currently holds Avaya’s prestigious ‘Technology Leadership in the Contact Centre’ award.