SABIO LTD

Sabio Contact Centre Professional Services Consultancy and Support (PERFORM)

Sabio Perform services improve Clients adoption, enhancement and optimisation of public and private cloud solutions. We support Clients to maintain and optimise solutions with CX specialists in Genesys, Avaya, Twilio, Google, Amazon Connect, Verint, Nuance, Omilia, Microsoft. Expertise includes AI, Automation, Robotics, Chat, Speech recognition, Contact Centre, PCI, CRM, Network.

Features

• Expert services partner using industry best practice success management models
• Contact cente, customer strategy, maturity assessment, benchmarking and transformation delivery
• CX Assurance platform load, failover, performance testing, quality assurance
• Cloud software management, housekeeping, maintenance, updates security patching, monitoring
• Customer specific training on-site and remote, self-service and business transformation
• Planning, delivery assistance with solution adoptions, configuration enhancements and enablement
• Cloud Contact Centre, early-life support, proactive monitoring, configuration, service improvement
• Ongoing support, fully managed service, optimisation continuous innovation, relationship management
• Sabio tools to accelerate in-life automation deployments, enablement and enhancements
• Custom application, integration, enhancement IP, middleware support and management

Benefits

• Effective delivery of support services aligning technologies & business objectives
• Reduced effort with Sabio accelerator transformation tools and best practices
• Transform Agent, Employee and Customer experiences, Customer Journey improvements
• Improve operational key performance indicators (FCR, CSAT, NPS, AHT, eNPS)
• Customer experience management, Innovation and imagination, thinking outside the box
• Increase quality, reduce risk through automation tools and best practice
• Efficient enablement, adoption, enhancement and optimisation for Cloud Software
• Flexible, scalable and performant support services, tailored to your needs
• Reduce demand on internal teams, accelerate business value and CX
• Increase compliance and service levels with Sabio Perform Support services

£500.00 a unit a day

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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

205172921082138

Contact

Mark Williams
+447572459606
mark.williams@sabiogroup.com

Planning

• Planning service: Yes
• How the planning service works: We help solve Customer Experience CX challenges through the use of our inform, transform, perform services to deliver greater benefits faster.; ; Inform – Advisory and Consulting Services; o CX Strategy Planning and Design; o Solution Consulting ; o Insight Capture and Analysis Services; o Change Enablement & Business Strategy; o Requirement capture, business processes and user journey mapping; o Solution health check & next best actions; ; Transform – Expert teams to accelerate deliveries promoting faster time to value; o Cloud Migration; o Digital enablement and transformation; o Integration of Artificial Intelligence, Automation, Contact Centre, Customer Relationship Management; o Sabio Enhancement and Product IP; o Custom Application and Integration - Design, build, operate; o Programme Management; o Solution design, build and test (functional, non-functional, load, performance); o Business transition and training services ; ; Perform – Cloud support services to Track, Report, Review & Optimise; oExpert technical support services; oCX assurance services – Monitoring, Event management, Performance Testing, Wellbeing solution; oClient experience & success management; oBest practice appraisals, Innovation and custom solution roadmaps; oSolution early life support, adoption, enhancement, optimisation services; oVoice of the Customer solutions, health checks and management; This services covers Sabio's multi vendor strategy.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Multi-vendor Inbound voice contact centres, Customer Service, Customer Experience Solutions
  • Multi Vendor digital channels: email, SMS, webchat, social media, iWD
  • Contact Centre reporting and dashboards
  • Call recording, analytics and quality management
  • Workforce management optimsiation and employee engagement
  • IVR and automation using artificial intelligence, BOTs, virtual agents
  • Outbound dialler and proactive campaigns
  • Operating Systems, Databases, Load-Balancers, Storage, Network and Firewalls, Virtualisation, VDI
  • AI, Automation, Robotics, Chat, Speech recognition, Data services, PCI Integration
  • Customer Relationship Management, CRM, Network services, Bots as a Service

Training

• Training service provided: Yes
• How the training service works: Sabio offers comprehensive training tailored to your team's needs. We combine hands-on guidance during implementation with focused training sessions (available on-site or remotely). ; Additionally, we empower your internal training team with our Train the Trainer approach. This lets you adapt our materials to your unique workflows and deliver effective agent training on a large scale.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Genesys
  • AWS Amazon Connect
  • Google
  • Avaya
  • Salesforce
  • Nuance
  • Verint
  • Microsoft
  • Middleware Services, custom applications/integrations, Sabio product and enhancement IP
  • Odigo

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.; ; Transform – Expert delivery teams to accelerate deliveries promoting faster time to value; o Cloud Migration; o Digital enablement and transformatio; o Integration of Artificial Intelligence, Automation, Contact Centre, Customer Relationship Management; o Sabio Enhancement and Product IP; o Custom Application and Integration - Design, build, operate; o Programme Management; o Solution design, build and test (functional, non-functional, load, performance); o Business transition and training services
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Genesys
  • AWS Amazon Connect
  • Google
  • Avaya
  • Salesforce
  • Nuance
  • Verint
  • Microsoft
  • Middleware Services, custom applications/integrations, Sabio product and enhancement IP
  • Odigo

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:
  • GBEST
  • CHECK
  • CREST
  • Cyber Scheme
  • 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: Clients will be appointed an account manager who will lead the delivery of the tailored support arrangements.; Sabio perform services provide a variety of support packages to meet the clients needs, delivered through our experts within our global support and managed service organisation to provide specialist skills and capabilities along with stringent SLAs and up to 24x7 coverage. These services support solution tracking, reporting, reviewing and optimisation to maximise adoption, management and business value:; o Expert technical support services; o CX assurance services – Monitoring, Event management, Performance Testing, Wellbeing solution; o Client experience & success management; o Best practice appraisals, Innovation and custom solution roadmaps; o Solution early life support, adoption, enhancement, optimisation services; o Voice of the Customer solutions, health checks and management; Our core support packages include:; • Success; o In addition to Proactive support plus:; o Client Experience Management & Success Plans, Success Catalogue and Deliverables, Solution adoption & innovation, business value; • Proactive ; o In addition to Essential support plus:; o Quarterly Service Reporting and Reviews, Service Request Tokens, Sabio Pulse IVR Monitoring & Alerting; • Essential; o Business Configuration Support; o Incident, Problem and Vendor escalation management; Services will be priced based on requirements.

Service scope

• Service constraints: Sabio will work with the Buyer to identify any specific requirements which may introduce or remediate any specific Service constraints.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Sabio offers a comprehensive ticket response service in answer to phone and online portal tickets.; Response times are driven by the severity of the issue. Our standard incident priority response times are:; Critical/ Priority 1 – 30 Mins ; High/Priority 2 – 1 Hour ; Medium/Priority 3 – 4 hours, ; Low/Priority 4 and Service Requests – 8 hours; Support coverage hours range from 9x5 to 24x7.
• 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: All Clients are allocated an Account Manager. Depending on the service package requested, we will include a Client Experience Manager to further enhance the service experience, deliver service reviews, be a service escalation point and build Client advocacy.; Sabio perform services provide a variety of support packages to meet the clients needs, delivered through our experts within our global support and managed service organisation to provide specialist skills and capabilities along with stringent SLAs and up to 24x7 coverage. Clients will have access to Sabio via telephone and portal.; ; Our core support packages include:; Success; o In addition to Proactive support plus:; o Client Experience Management & Success Plans, Success Catalogue and Deliverables, Solution adoption & innovation, business value; Proactive ; o In addition to Essential support plus:; o Quarterly Service Reporting and Reviews, Service Request Tokens, Sabio Pulse IVR Monitoring & Alerting; Essential; o Business Configuration Support; o Incident, Problem and Vendor escalation management; Service level resolution can vary across the Cloud solutions, standard service levels offered:; P1- 2 hours; P2 – 4 hours; P3 – Within 3 business days; P4 – Within 5 business days; Pricing will be provided based on the finalised support and services requirements.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Genesys, Avaya, Twilio, Google, Amazon Connect, 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: British Standards Institute (BSI)
• ISO/IEC 27001 accreditation date: 27/09/2021
• What the ISO/IEC 27001 doesn’t cover: Standard Certificate
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: SSAE SOC 2 Type 2

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 uti-lise 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: £500.00 a unit a day
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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.