SABIO LTD
Sabio Contact Centre Professional Services, Consultancy and Support (AI)
Sabio have one of the largest Professional Services team in the UK with capability to design, build, test, deploy, install and support, Genesys, Twilio, Google, Amazon Connect, Verint, Nuance, Omilia etc. Areas of expertise include AI, Intent Capture and Analysis, Automation, Robotics, Chat, Speech recognition, Identification verification, CRM, Network services.
Features
- Business strategy partner, with industry best practice experience
- Able to map business requirements to the appropriate technology
- Planning, project and program management, load, failover and performance testing
- Business Analysis, Solution Design and build services, including custom development
- Customer specific training delivery on-site
- Planning and assistance with business transition and solution provisioning
- Early life support and tuning of solutions
- Support and full managed service with continuous innovation
- Able to use Sabio developed tools to accelerate processes
- Automated Deployment
Benefits
- One organisation that can take responsibility for the complete project
- Avoid reinventing the wheel by using Sabio Best Practice
- Skills in Multi Vendors, infrastructure and networks
- Experienced "safe pair of hands"
- Innovation and imagination, thinking outside the box
- Speed and quality through the use of automated tools
- Unsurpassed CX platform knowledge
- Able to offer a full managed service
- Good understanding and use of Generative AI technology.
- Experienced using AI to reduce costs and improve CX.
Pricing
£500 a unit a day
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at mark.williams@sabiogroup.com.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 14
Service ID
1 8 1 0 2 6 4 0 9 7 1 4 9 5 4
Contact
SABIO LTD
Mark Williams
Telephone: +447572459606
Email: mark.williams@sabiogroup.com
Planning
- Planning service
- Yes
- How the planning service works
- Sabio have a unique process called Sabio Accelerate. This encompasses pre-written business requirements based on industry best practice and (for example) the Genesys Pure Engage and Genesys Pure Cloud (or Genesys Cloud) solutions, workshopping through the requirements using a cloud hosted "sandpit" environment, then auto deploying the customer environments. This process covers the multi vendor strategy Sabio has covering vendors such as Genesys, Genesys Cloud, Avaya, Twilio, Google, Amazon Connect, Verint, Nuance etc.
- Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
-
- Multi Vendor Inbound voice contact centre
- Multi Vendor digital channels: email, SMS, webchat, social media, iWD
- Reporting and dashboards
- Call recording, analytics and quality management
- Workforce management and employee engagement
- IVR and automation using artificial intelligence and BOTs
- Outbound dialler and proactive campaigns
- Operating Systems, Databases, Load-Balancers, Storage, Network and Firewalls, Virtualisation, VDI
- AI, Automation, GenAI, Chat, Speech recognition, Data service, PCI Integration
- CRM, Network services.
Training
- Training service provided
- Yes
- How the training service works
- Sabio provide on-site training on agent and administrative tools for all the solutions and application provided by SABIO, by working side-by-side with the customer during the implementation and also through on-site training sessions.
- Training is tied to specific services
- Yes
- Services the training service works with
-
- Google Dialogflow
- Microsoft AI
- Amazon Lex
- Genesys Cloud Dialog Engine Bot Flow
- Amazon Connect
- OpenAI
- Nuance Mix
- AWS
- Verint CCaaS
- Generative AI
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
- Sabio is a cloud first leader in this field. We work with numerous cloud vendors but always approach any customer with a cloud agnostic view in order to understand the customers needs. Sabio help customers with business configuration, training and transition planning. We also are able to migrate data from existing systems where possible and required.
- Setup or migration service is for specific cloud services
- Yes
- List of supported services
-
- Google Cloud
- Microsoft Azure
- AWS
- OpenAI
- Amazon Connect
- Genesys Cloud
- Verint Cloud
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
- Sabio provide functional and non functional testing, using automation tools developed by Sabio. non functional testing includes load testing, performance testing, failover testing, integration testing, security and penetration testing & maintainability testing.
Security testing
- Security services
- Yes
- Security services type
-
- Security strategy
- Security risk management
- Security design
- Cyber security consultancy
- Security testing
- Security incident management
- Security audit services
- Other
- Other security services
- Automated Security Documentation Generation
- Certified security testers
- Yes
- Security testing certifications
- Other
- Other security testing certifications
-
- Government Procurement Service Supplier
- CREST Star
- Penetration Testing
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
-
- Buyer hosting or software
- Hosting or software provided by your organisation
- Hosting or software provided by a third-party organisation
- How the support service works
- Sabio provides an all embracing support package to meet the needs of customers. The appointed technical account manager will lead the delivery of the tailored support arrangements. The suite of services include; proactive identification of methods to exploit the solutions, solutions user training, regular reviews of the solutions usage and performance, solution best practice appraisals, technical roadmap development and relationship management with agreed stakeholders. These are costed once the requirements are understood.
Service scope
- Service constraints
- There are no constraints the buyer needs to be aware of
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Sabio offers a comprehensive ticket response and resolution service in answer to email and online tickets. Response timings are driven by the severity of the issue. For our highest level of service, P1 (critical service down) tickets are responded to within 10 minutes on a 24x7x365 day basis. During peak hours this response time is within 2 minutes. Less severe incidents categories (P2-P4) all have agreed response and resolution timings associated with them which can be easily tuned to meet the needs of customers.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- None or don’t know
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Support levels
- Sabio provides an all embracing support package to meet the needs of customers. The appointed technical account manager will lead the delivery of the tailored support arrangements. The suite of services include; proactive identification of methods to exploit the products, product user training, regular reviews of product usage and performance, product best practice appraisals, technical roadmap development and relationship management with agreed stakeholders. These are costed once the requirements are understood.
Resellers
- Supplier type
- Reseller providing extra features and support
- Organisation whose services are being resold
- Microsoft, Google, AWS, Genesys, Avaya, Twilio, Verint, Nuance, Odigo.
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Security Clearance (SC)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Certification Body: BSI
- ISO/IEC 27001 accreditation date
- 27/09/2021
- What the ISO/IEC 27001 doesn’t cover
- N/A - standard certification
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Wellbeing
Fighting climate change
Net Zero:
We have set a goal to achieve net zero emissions by 2050.
In 2022, Sabio established a Sustainability Steering Committee to drive our sustainability practices. We are currently selecting a framework to guide our 3-5-year plan.
We’re partnered with Carbon Responsible to track and assess our carbon footprint which has ena-bled us to baseline our data, identify areas for emissions reduction, and consider our path to setting targets.
In our offices, we recycle, reduce waste, and plan to further decrease our resource impact. We are also working with suppliers to extend the life of resources like IT equipment.
Most of our offices are now powered with renewable energy, which is a goal across all locations.
Sabio has a partnership with Ecologi, a climate-positive B Corp organisation that has made remarka-ble strides in addressing climate change.
Activities Sabio will deliver:
• Continuing to work with suppliers and landlords to switch to renewable energy.
• Reviewing ULEZ car scheme for better air quality.
• Regular employee training and feedback sessions for environmental impact ideas.
Training:
We are in the process of enhancing Sabio’s “Go Green at Work Guide” to conduct business internal-ly and with clients with the most sustainable as the first choice and preferred option.
Supply Chain:
We ask suppliers about their Carbon Reduction plans and working towards evaluating our supplier's environmental practices.
Prioritising sustainability in procurement through:
• Purchasing sustainable materials from responsible suppliers.
• Implementing waste and recycling programmes.
• Integrating environmental considerations, focusing on energy-efficient hardware, responsible disposal, and contribution to the circular economy.
• Sustainability-focused Supply Chain Management policy.Wellbeing
Accessible Recruitment:
Equality, Diversity, and Inclusion is embedded into our recruitment systems and processes. We utilise diversity recruitment software to reduce bias by obscuring an applicant’s identifying factors be-fore interview stage.
We are an equal opportunities employer and include a reflective statement on all job advertisements and prioritise advertising vacancies where possible across several diverse job boards. This is also reflected in our “Wellbeing Companion” – a complimentary tech for CCaaS/Contact Centre platforms to help agents manage their wellbeing.
Workforce Wellbeing Support:
The well-being of our colleagues is important to us, which is why we continue to build a network of Mental Health First Aiders across the organisation. We have also introduced an anonymous SMS line for Sabio colleagues to reach out and get support. This is also reflected in our “Wellbeing Compan-ion” – a complimentary tech for CCaaS/Contact Centre platforms to help agents manage their wellbe-ing.
Acting on Issues:
To effectively address any issues, we have implemented robust policies, and processes aimed at prompt action and resolution.
Training and Awareness:
Recognising the importance of supporting individuals through life transitions such as perimenopause and menopause, we offer comprehensive resources, training, and support.
Community-led Volunteering:
Our volunteering days programme reflects one of our core business values which is to ‘Build Social Value’. We encourage colleagues to contribute their time and/or expertise to a cause close to their heart. Whether it's using their professional skills to mentor students, helping non-profits with market-ing strategies, or lending a hand to local charitable organisations.
We are partnering with a charity to foster diversity in tech through coding education and another to empower homeless individuals, supporting both through volunteering initiatives.
We also support charitable causes through our charity match funding policy.
Armed Forces Covenant:
We have signed a commitment to the armed forces covenant.
Pricing
- Price
- £500 a unit a day
- Discount for educational organisations
- No
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at mark.williams@sabiogroup.com.
Tell them what format you need. It will help if you say what assistive technology you use.