2131 — European Home Retail plc selects Sabio to design and implement major contact centre

Aug 8, 2006 | Conteúdos Em Ingles

Sabio has won an half a million pound order from European Home Retail plc, to design and implement future-proof customer service applications that will help consolidate its contact centre operation across newly acquired multiple brands and languages.

The new solution, which integrates advanced voice self-service, Avaya ACD, e-mail management and proactive contact, and workforce optimisation technology from Witness Systems, will also provide European Home Retail plc with a virtual contact centre capability, delivering the flexibility the business needs to support its continued expansion into Europe. European Home Retail plc previously supported its many brands and distributor channels through a network of separate call centres, and the new solution, designed by Sabio’s systems integration consultants, will unlock significant business efficiencies by helping the company to handle its multimedia customer interactions for all of its brands, simultaneously through one system.

«European Home Retail plc has ambitious plans for its recently-acquired brands – including Iwantoneofthose.com, Kitbag.com and Cabouchon, as well as its two core brands Kleeneze and Farepak – and it was clear that we needed to implement far more structured customer service systems and applications if we were to maximise our opportunities», commented Amanda Mullans, Head of European Home Retail’s Contact Centre operation. «We knew we needed a specialist partner to help us with this major systems integration project and, after a detailed market assessment, found that Sabio offered the best combination of deep technical expertise with the business and partnership skills we knew we would need to make this project a success ».

«Sabio’s solution integrates advanced IVR, ACD and workforce optimisation technology, so we’ve been able to take advantage of the company’s specialist skills to implement a best practice approach that combines these key technology areas», she continued. «The new solution is designed for our customers, so we’ll be able to identify our caller requirements using IVR, ensure that we route those calls appropriately using the multi-skill capabilities of the Avaya Communication Manager system, and then handle that call effectively thanks to the workforce optimisation offered by Witness Systems’ Impact 360 solution ».

Together these solutions and Sabio’s expertise will provide European Home Retail with a powerful customer service resource that will ensure the company delivers a high quality and consistent service across its different brands and geographies. According to Sabio’s Founding Director, Adam Faulkner «this major contract shows clearly how fast-growing organisations such as European Home Retail plc now see their contact centre operations as a key competitive differentiator. We’ve worked closely with Amanda and her team to go beyond the core technology and develop future-proof service systems and applications that give European Home Retail plc the flexibility it needs to execute its aggressive growth strategy across Europe ».


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