THINK MONEY GROUP TURNS TO SABIO FOR IMPROVED CUSTOMER CONTACT CENTRE PERFORMANCE

Sabio to deliver further value with Avaya communications platform upgrade, an enhanced self-service solution, SIP-enabled IP telephony platform and next generation web chat capabilities

Kenneth Hitchen

Innovative financial services provider Think Money Group is working with Sabio to deploy a best practice customer contact solution to further improve service provision for the Group’s 175,000 plus customer base. Think Money Group uses Sabio in each of its four business areas – debt advice and solutions, insurance broking, loans and mortgages and the innovative thinkmoney Personal Account.

Sabio’s new solution features the company’s innovative Thin Client CTI application that ensures that Think Money Group’s contact centre agents always have access to relevant customer details for each call. For Personal Account customers this saves around 15 seconds per interaction, unlocking significant cumulative savings for Think Money Group, while also removing considerable frustration for customers.

Think Money Group was keen to build a customer engagement platform that would support its customer contact requirements as the business continues to expand over the next five years. Sabio’s solution for the Group is powered by a core Avaya Aura® Communication Manager Infrastructure and – in addition to Thin Client CTI and an upgraded voice portal for 24-hour self-service – will feature a resilient SIP-enabled networking environment for increased agility as well as a new Avaya Proactive Contact dialler system. Sabio will also advise Think Money on approaches for new contact channels.

“Having a reliable contact centre platform is business-critical for Think Money Group, so in choosing a specialist partner to upgrade our Avaya communications platform we were also looking for a technology expert that could help us deploys a more integrated approach to our overall customer engagement,” commented Tony Szczepanek, Think Money Group’s Chief Information Officer. “With its proven Avaya skills, broad contact centre technology expertise as well as comprehensive support capabilities, Sabio was best equipped to support our best practice customer contact strategy.” 

Commenting on the partnership, Sabio Founding Director Kenneth Hitchen, added: “Think Money Group has experienced impressive growth, and we’re delighted that they’ve chosen to work with Sabio to upgrade their customer contact infrastructure to support the next stage of their business development. All our innovations – whether it’s optimising the performance of Think Money Group’s Avaya platform, helping them manage their connectivity costs through SIP networking, or improving self-service interactions – are all aimed at making it quicker and easier for customers to engage with the business.”