SABIO LTD

Sabio Contact Centre / CCaaS / Customer Experience Solution

Sabio accelerates your time to value and maximises your return on investment with these premium contact vendor technologies. Our strategic consulting, expert implementation, and ongoing support (with operational success) ensure you quickly realise the full potential of your CCaaS / Contact Centre platform.

Features

• Advanced Omni-Channel voice & digital routing (Chat, Email, Messaging)
• Supervisor Reporting, Agent Dashboards and Analytics, CRM.
• WEM - Workforce Engagement and WFM - Workforce Management
• AI Enabled Capabilities to include Conversational and Partial Automation
• Evergreen continuous lifecycle of updates for security and new features.
• Interactive Voice Response (IVR) with powerful workflows.
• Speech Analytics and Customer Sentiment.
• Chatbots, Voicebots and contact deflection capabilities.
• Quality Monitoring and agent learning.
• CTI integration and 3rd party application integration.

Benefits

• Reduce Average Handle Time through skills based routing.
• Solve complex PCI requirements with call recording and payment solutions.
• Understand your customers and the context of their enquiry.
• Operational scaling to reduce both human and SaaS costs.
• Improved First Call Resolution(FCR) with direct cost reduction
• Reduced Wait Times in the Contact Centre improving Citizen Experiences
• Reduced repeat callers and frustrated citizens.
• Improved loyalty and Customer Satisfaction.
• Potential to reduce operational costs by >30% with basic CX
• Potential to reduce operational costs >50% If combined with AI

Service documents

• Pricing document

  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 gcloud@sabiogroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

435528627692252

Contact

Mark Williams
+447572459606
gcloud@sabiogroup.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Sales force productivity and management
  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: There may be limitations of suppliers for Bring your Own Carrier depending on selected CCaaS / Contact Centre platform.
• System requirements: Client web-browser and voice capable networks.

User support

• Email or online ticketing support: Yes
• Support response times: Sabio provides an extensive ticket response and resolution service for email and online tickets, with response times tailored to the severity of the issue. Our highest level of service, P1 (critical service down) tickets, is guaranteed a response within 10 minutes, 24x7x365. During peak hours, this response time is further accelerated to within 2 minutes. For incidents of lesser severity (P2-P4), we offer agreed-upon response and resolution times that can be customised to suit each customer's requirements.
• 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
• Onsite support: Yes, at extra cost
• Support levels: Sabio offers a comprehensive support package tailored to individual customer needs. Our support levels range from basic to premium, each designed to address varying requirements and budgets. Costs for these support levels are determined based on the specific needs of the client, following an assessment process guided by our pricing document.; ; Included in our support package is the appointment of a dedicated technical account manager who oversees the delivery of personalised support services. This includes proactive identification of opportunities to optimise product usage, user training, performance reviews, best practice evaluations, technical roadmap development, and ongoing relationship management with stakeholders.; ; For additional technical assistance, customers have the option to engage with our cloud support engineers, who provide specialised expertise in managing and troubleshooting cloud-based services. Access to these resources is also factored into the overall support package, with costs outlined transparently during the assessment phase.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Sabio uses a thoroughly tested onboarding methodology, involving workshops aimed at gathering functional configuration details and outlining the migration journey with key stakeholders. Throughout the onboarding process, Sabio delivers persona-based training to prepare and support the client organisation for migration. While these sessions are usually conducted in person, remote delivery options are available for clients who are geographically dispersed or prefer virtual interaction.; We also cater for advanced organisations who have ""champions"" willing to conduct ""train the trainer"" learning. Sabio can deliver powerful training and onboarding to those champions who can then maintain knowledge and understanding within their own teams.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • MS Word
  • MS PPT
  • Atlasian Confluence Extracts
• End-of-contract data extraction: Phase 1: Discovery & Governance; We audit and map two streams: Configuration Data (users, queues, routing logic) and Historical Data (CDRs, recordings). This phase establishes compliance (GDPR, PCI DSS) and schema mapping between the Source and Destination platforms.; Phase 2: Configuration Extraction; We leverage the platform's API-first architecture to export configuration. Routing logic is extracted via APIs into Infrastructure as Code (IaC) formats (e.g., JSON), ensuring business rules are preserved for import. User data is exported via SCIM or dedicated administrative APIs.; Phase 3: Historical Extraction; High-volume data is retrieved using the platform's native Analytics Data Extraction APIs. Raw data is moved to a secure Data Lake or staging environment. An incremental Change Data Capture (CDC) strategy minimizes downtime leading up to the final cutover.; Phase 4: Transformation & Validation; Data is transformed in the staging environment to align with the Destination Platform’s schema. We perform rigorous validation (Record Count Verification, Checksum) and auditing to ensure data quality. The validated data is then loaded, guaranteeing the preservation of your historical intelligence.
• End-of-contract process: At the end of the contract, Sabio initiates a structured Contract Close and Exit Management process, led by our Professional Services (PS) team. This engagement is specifically tailored to the customer's needs, factoring in any bespoke applications or complex integrations deployed during the term.; The PS team's primary objective is to ensure a safe, compliant, and minimally disruptive migration. This typically involves:; Data Extraction: Facilitating the full and secure extraction of Historical Data (CDRs, recordings, transcripts) and Configuration Data (routing flows, user profiles) using platform APIs.; Decommissioning: Carefully decommissioning the CCaaS instance or other platform components.; Migration: Ensuring all extracted data and configuration assets are prepared for transfer to the customer's chosen new provider or platform, adhering to strict security protocols.; Ultimately, Sabio’s PS team aims to deliver a controlled handover, guaranteeing the continuity of customer experience and the integrity of the client's data assets.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Sabio produces client documentation using industry-standard formats and rigorously validates accessibility through our business office applications’s integrated compliance and accessibility tools. This ensures documentation deliverables meet best-practice standards, providing inclusive, user-friendly documents that support diverse needs requirements.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Users access Sabio support via a 24x7 Service Centre via phone for urgent issues, and through the Sabio Customer Service Management (CSM) Portal to raise and track incidents, service requests, and access documentation. The Sabio service portal supports self-service and optional ServiceNow integration (Service Bridge) for seamless ticket syncing and bi-directional updates. Both interfaces ensure streamlined communication, SLA tracking, and proactive updates. Sabio’s service model provides a single point of contact across supported technologies, simplifying engagement and enhancing visibility for operational teams.
• Accessibility standards: None or don’t know
• Description of accessibility: Users can insitgate spport tickets, ask questions or get updates on existing tickets.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Future-Proof CX: 3,000+ APIs Drive Deep Integration; ; Our diverse CCaaS platforms (Genesys Cloud, Amazon Connect, Microsoft, Avaya) deliver superior flexibility through over 3,000 APIs combined. This API-first approach ensures complete control over essential functions like routing, conversations, WEM, and analytics. It guarantees your solution is fully customisable and future-proof, ready to integrate seamlessly with your CRM and enterprise systems as your needs evolve.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: As an example, our Genesys Cloud solution offers a deep, flexible range of user customisation, from simple individual settings to complete, ground-up application development, thanks to an API-first architecture. ; ; User and Admin Customisation:; Agents can customise personal settings like presence status, messages, and preferred headset. Administrators can customise system-wide configurations, including:; ; Routing Flows: Building custom interaction paths using tools like Architect.; ; WEM/Gamification: Defining performance metrics and scorecards.; ; Customer-Facing Widgets: Using built-in themes or injecting CSS for the look and feel of web chat.; ; Desktop Views: Supervisors can configure views and dashboards for performance monitoring.; ; Developer Customisation; The API-first architecture enables limitless possibilities at a developer level:; ; Embedding Custom Applications: Custom web apps can be embedded directly into the agent desktop (e.g., Main Stage, Sidebar, or as a contextual Interaction Widget) using frameworks like Genesys Cloud’s Client Apps.; ; Deep Integration: The platform facilitates integration with external CRM systems and databases via the Embeddable Framework, and Data Actions—which utilise the 3,000+ public APIs—to execute external web services directly from routing flows.; ; Pre-Built Integrations: Customers can rapidly deploy sophisticated, pre-built integrations via the AppFoundry without custom coding.

Scaling

• Independence of resources: Our Contact Centre solutions are fully scalable and as with most modern platforms use containers (like Docker or Kubernetes) to run different services. Each container provides its own isolated environment. The platform enforces strict limits on resource consumption for each tenant. This acts like a digital fence, ensuring no single user can monopolise shared resources like CPU, memory, database connections, or—critically for contact centres—telephony/messaging bandwidth. Although resources are shared, customer data is logically and often physically separated (e.g., using separate databases or distinct partitions). Network traffic is also strictly isolated to prevent any "cross-talk" or security breaches between tenant

Analytics

• Service usage metrics: Yes
• Metrics types: First Contact Resolution (FCR), Repeat Call Rate, Average Handle Time (AHT), Service Level (SL), Abandonment Rate, Average Answer Speed, Agent Utilisation, Occupancy Rate, Time in Aux, Calls Handled, Routing Stats, Skills Demand, Average Talk Time, Average Talk Time, Longest Wait Time.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Genesys, Amazon Connect, Microsoft & Avaya

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Administrators have the option to export data stored in platform datatables using the user interface. Alternatively, they can efficiently extract configuration and performance data using the platform API.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • Powerpoint
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Excel
  • Powerpoint

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Sabio provide the following service levels for our support services.; ; Service level resolution can vary across the Cloud solutions, standard restoration service levels for the Sabio delivered support are:; P1- 2 hours; P2 – 4 hours; P3 – Within 3 business days; P4 – Within 5 business days; ; Sabio offer service credits based on the performance of the P1 & P2 incident resolution targets. The value of these credits is based on a percentage of the monthly support fee.; ; In addition to the Sabio service levels, the solution vendors provide platform availability service levels which range from 99.9 to 99.9% uptime. Vendors will provide service credits for their platform availability based on a percentage of the vendor subscription.; ; Sabio will provide the specific service level information based upon the chosen solution
• Approach to resilience: The specific information can be made available on request based upon the chosen solution.
• Outage reporting: Sabio employs a dual-layered approach to ensure timely and comprehensive outage reporting.; ; Direct Sabio System Reporting: Any operational issues or performance degradations that Sabio's 24x7 proactive monitoring detects are immediately logged. This automatically generates an incident within the Sabio service management system. Customers gain visibility of these and any other incidents they report via a customer-accessible portal. This allows buyers to track the real-time status, priority, and progress toward resolution for all open tickets.; ; Vendor Status Dashboards: For issues related to the underlying CCaaS cloud platform (e.g., Genesys Cloud, Amazon Connect, or Avaya), reporting is handled through the Vendor’s publicly accessible status dashboards. These dashboards, such as the Genesys Cloud Status page and the AWS Health Dashboard, provide definitive regional service health status. Customers can subscribe to receive proactive RSS feeds or email alerts from these vendors, ensuring they receive immediate notification of any upstream service interruptions or scheduled maintenance.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: All access is encrypted and authenticated, ensuring secure entry. Controlled by a rules-based regime, access to specific information is carefully managed.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: IASME Cyber Essentials
• Information security policies and processes: The foundation of Sabio's security posture is built upon adherence to recognised global standards and legal frameworks:; ISO/IEC 27001 Certification: Sabio maintains full certification to ISO/IEC 27001, which is the International Standard for Information Security Management. This independently validated certification, often carried out by the British Standards Institute (BSI), demonstrates a systematic and risk-based approach to managing the security of company and client information.; GDPR Compliance: As a global company, its policies, particularly the Privacy Policy, are based on the General Data Protection Regulation (GDPR) terms and requirements, ensuring legal and ethical processing of personal data.; ; ISO/IEC 27002 & 27017: Sabio also adopt enhanced controls from related codes of practice, including ISO/IEC 27002 (Code of practice for information security controls) and ISO/IEC 27017 (controls for cloud services).
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes must only be conducted by authorised and skilled personnel within IT roles (or by contractors, vendors, etc., authorised by Sabio Ltd). They are subject to auditable change management procedures in line with Information Systems Development and Maintenance Procedures, and relevant Financial Regulations where applicable. For further details, please contact us.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Sabio conducts regular internal and external vulnerability scans to detect security risks and deviations.; ; We implement a secure software development lifecycle model, encompassing code analysis, review, and dependency management. This includes a blend of human-driven and automated tools to identify risks early in the development process for Sabio-developed software.; ; Regular patching and updates of software/firmware are undertaken to maintain vendor support and mitigate potential vulnerabilities.; ; Operating on a risk-based model, we harness software/technology to streamline and prioritise our efforts.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Sabio leverage multiple monitoring solutions feed into our single event management platform and surfaced into our Support Operations Tool (Service Now).; ; Monitoring solutions include SolarWinds, DataDog, Prometheus, Grafana, OpsGenie, Google Monitoring, all fed into our 24x7x365 NOC / SOC.; ; When an incident is received by the NOC / SOC it is put through our ITI L / ITSM based process and follows a structured handling flow which prioritisation and escalation including major incident management built into the framework.; ; Security related events are notified to the SOC and picked up by specialist security trained resources for immediate triage and remediation.
• Incident management type: Supplier-defined controls
• Incident management approach: The incident management process is ITIL-based rapid service restoration within strict SLAs. Core steps include: Logging (web portal, email, or helpline), Prioritisation (using Severity/Urgency), with P1 Major Incidents triggering a dedicated protocol), Escalation (from 1st/2nd line to 3rd line specialists), and Resolution. The continuous cycle:; Problem Management: Incidents with an unknown cause or that are recurring are formally escalated to Problem Management for Root Cause Analysis (RCA).; Change Management: The fix resulting from the RCA is processed via a Request For Change through the Change Management process to ensure safe deployment.; This ensures incidents are not just fixed, but prevented.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Tuesday 9 November 2021
• What the ISO/IEC 27001 doesn’t cover: N/A - Standard Certification
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: OCA Global
• ISO 9001 accreditation date: Thursday 16 May 2024
• What the ISO 9001 doesn’t cover: N/A - Standard Certification
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 021de620-4b2a-46bc-b52f-f38c5be70771
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 6814fada-b070-4483-8a52-e1d9d231a326
• Other security certifications: Yes
• Any other security certifications: SOC 2-Type 2.

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Service documents

• Pricing document

  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 gcloud@sabiogroup.com. Tell them what format you need. It will help if you say what assistive technology you use.