Home from home as BT sticks with Sabio

BT Business selects Sabio to deliver specialist call centre technology and support services for multi-year managed voice and data contract with HomeServe

Sabio, the specialist contact centre systems integrator, has been selected by BT Business as a key partner for its multi-year contract to deliver a major new managed voice and data network for HomeServe, the home emergency insurance firm. Sabio will assist in the delivery of a major contact centre technology transformation project and provide ongoing support services as part of the BT Business team. At the core of the project is the next generation Avaya Aura enabled contact centre solution.

The new multi-million pound contract with BT marks the continuation of Sabio's successful relationship with HomeServe. Sabio has already helped to deliver cumulative savings of over £5 million for HomeServe through the deployment and implementation of market leading contact centre technology based on Avaya, Verint, Nuance and Corizon solutions. Working in conjunction with BT Business and Avaya, Sabio will upgrade HomeServe call centres in Walsall, Preston, Banbury and Weston-super-Mare, creating a single, virtualised IP contact centre technology solution.

"Sabio's combination of deep call centre expertise, its operational knowledge of HomeServe's customer service business, and the company's proven delivery capabilities make it an ideal partner for BT to work with on the roll-out of a next generation managed voice and data network for HomeServe," commented Mike Wallace, Account Director, BT Business. "We're committed to supporting HomeServe's best practice customer contact infrastructure, and believe that Sabio will help us to unlock further added value for HomeServe with ongoing operational performance improvements as we realise the benefits of the new, virtualised IP voice and data network."

HomeServe plans to upgrade its call centre systems to the latest Avaya Aura SIP technology. Using Avaya Aura Communication Manager, the resilient software will transform HomeServe to a fully IP telephony based infrastructure, with voice and contact centres benefitting from advanced IVR, enterprise-wide modular messaging and state-of-the-art Avaya predictive dialler capabilities.