SABIO LTD
Sabio Contact Centre Professional Services Consultancy and Support (INFORM)
Sabio CX Expert Service teams provide Consultancy and Advisory Services that help pave drive CX for customers service organisation. Sabio help to:
Increase value of contact centre platforms
Maximise the engagement and performance of your people
Driving CX and service efficiency through AI
Maximise use of CRM
Features
- CX Maturity Assessments consulting engagements - business/tech assessment and roadmaps
- Business/Technology assessment and roadmap defining future business objectives
- Channel Strategy Design Consultancy
- Contact Centre, CCaaS & CRM Convergence Strategy
- Consulting engagements to prove a concept / define business cases
- Agent Health and Wellbeing, Workforce Management Optimisation WFO Assessments
- AI and Automation Audit and Assessment
- UX Design Audit and Assessment
- Customer Contact Insights.
- Customer Relationship Management, CRM, Salesforce Assessment
Benefits
- Develop a strategy with whole market insights and technical expertise.
- Make the most of the platforms and licenses maximising investment.
- Devise strategies to enhance Customer and User Journeys across channels.
- Define omnichannel contact strategy supported by sophisticated skills-based resourcing approach.
- Prioritise Customer Experience improvement initiatives based upon current CX Maturity
- Optimise key areas in service operations Routing, Workforce, Quality, Performance
- Fully aligned solution roadmap with business and operational objectives
- Enhance Agent Wellbeing, Voice of the Customer, Automation, Self-Service strategies
- Expert CX services and best practices to deliver optimised strategies
- Leading partners Genesys, Avaya, Verint, Google, Amazon, Microsoft, Nuance, Omilia
Pricing
£950 to £1,400 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
2 3 9 7 3 5 1 1 0 0 9 1 0 4 8
Contact
SABIO LTD
Mark Williams
Telephone: +447572459606
Email: mark.williams@sabiogroup.com
Planning
- Planning service
- Yes
- How the planning service works
-
We help Clients solve their Customer Experience CX challenges through the use of our inform, transform, perform services to deliver greater benefits faster.
Our planning services span our 3 core Cloud support propositions:
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 - 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 dashboard
- 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
- No
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
-
Sabio help with Cloud strategy, migration, business & technology assessments & roadmaps, Transition to the Cloud, Channel Strategy and Design, CCaaS and CRM Convergence Strategy
We work with Clients through our Inform, Transform, Peform methodology.
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 - Setup or migration service is for specific cloud services
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- No
Security testing
- Security services
- No
Ongoing support
- Ongoing support service
- No
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
- No
- Phone support
- No
- Web chat support
- No
- Support levels
- Support levels do not apply to the Sabio INFORM service. This is a consultancy and advisory service only.
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
- £950 to £1,400 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.