Contact Center to Implement Customer Contact Solution

Which - the UK's leading independent consumer champion has selected Sabio, the specialist contact centre systems integrator, to deliver a best practice contact centre infrastructure for its UK service centre.

The new contact centre environment, based on an Avaya Communications Manager best practice solution, will provide Which with a more flexible and cost-effective customer contact environment to support its expanding UK consumer base.

It will also enable the organisation to offer enhanced and more consistent customer service across its range of channels.

Sabio's solution will support the 100-strong Which contact centre operation in Hertford and provide telephony support for the company's London head-office building. An integrated recording capability based on Verint Impact 360 will also be included in the solution. Avaya Platinum Partner Sabio won the contract after an in-depth procurement process, and its new solution will replace an existing Alcatel phone system.

"At Which we handle over 2 million calls, a quarter of a million emails and written contacts each year, and those numbers are set to increase as we continue to evolve our business. It's therefore essential that we support our customer contact activities with a best practice contact centre infrastructure that can really help us to realise operational efficiencies within the business," commented Paul Simpson, Contact Centre Manager for Which.

Which has also awarded a five-year support contract to Sabio to ensure that its new customer contact infrastructure performs optimally throughout the lifecycle of the project.

"We're looking forward to helping Which roll out its next generation contact centre capability and supporting the business as it expands the
services it provides to consumers to help them make more informed choices in all aspects of their life," added Sabio's Consulting Director, Kenneth Hitchen. "With over a million customers subscribing to its magazines, website and legal advice service, Which needs to rely on a scalable customer contact infrastructure, and we're delighted that they have selected Sabio to support their business."

About Which

Which is the leading independent consumer champion in the UK, providing impartial, expert information on products and services in our magazines, books and online to help consumers make more informed choices. Which campaigns on issues that matter for all consumers, from food and finances, and health to estate agents. which.co.uk.

About Sabio

Sabio is a specialist contact centre systems integrator focused on delivering exceptional customer contact strategies and solutions. Sabio
offers business consulting, systems integration and managed services and has worked with many major organisations across the UK including egg, HCL Technologies, HomeServe, ING Lease, Leeds City Council, Newport City Council, Pitney Bowes, Scottish Widows, Student Loans, Thames Water and Yorkshire Building Society. sabio.co.uk.

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