LV = selects Sabio for Avaya contact centre support

LV= has selected contact centre technology specialist Sabio to support its business-critical Avaya contact centre infrastructure.

LV= will take advantage of the Sabio Enhanced Support approach to maintain the performance of its major Avaya Aura Communication Manager platform that currently supports over 3,000 LV= agents, as well as the company’s Avaya Workforce Optimisation solutions.

Sabio will also deploy its Monitoring-as-a-Service offering to provide LV= with proactive service management, and help support the insurer in the development of its customer engagement technology roadmap.

Peter Sinden, sales and service director at LV=, said: “We’re committed to building even greater engagement with our customers, so it made sense to work with a specialist customer contact technology partner that didn’t only offer market-leading levels of support, but who could also help to optimise our existing Avaya infrastructure and workforce optimisation investment.”

He said: “We visited Sabio’s dedicated support centre, and it was immediately clear they had the expertise, enthusiasm and insight we needed to support us in the realisation of our contact centre transformation plans.”

Sabio director Adam Faulkner said: “LV= will benefit from a level of consultancy that we’ve built into our Sabio Enhanced Support proposition, indeed as part of their procurement we were able to recommend an improvement in their PCI Audit process that has already unlocked a significant saving.”

Sabio has held Avaya Connect Platinum Partner status for over ten years, and also partners with Nuance and Verint. Last year, Sabio added workforce optimisation capabilities from Verint Systems to its Sabio OnDemand cloud-enabled hosted contact centre offering.

@AntonySavvas