Eurostar Selects Sabio Contact Center Infrastructure

Sabio, the specialist contact center and unified communications systems integrator, has won a contract to implement a flexible customer contact center infrastructure for Eurostar, the high speed rail service that operates between the UK and mainland Europe.

Sabio will implement a powerful Avaya Aura® SIP-based technology platform that will allow Eurostar to integrate its contact center activities in London and Ashford, enabling flexible resourcing in times of peak demand.

The deployment will also deliver the resilience Eurostar demands to support its best practice customer service operations.

Last year over nine million travellers used Eurostar services, and the company receives an average 1.2 million calls each year. In selecting a new customer contact infrastructure, it was imperative that the solution could support its current and anticipated future call volumes, and provide the flexibility to respond quickly to heightened customer service demands at peak times or during periods of disruption.

"We needed to work with a contact center specialist with a high level of Avaya solutions expertise, and a partner that could offer the local skills
required to ensure Eurostar's demanding operations are fully resilient," commented Richard Thomas, Eurostar's Chief Technology Officer.

"As an established Platinum-certified Avaya Connect channel partner, Sabio has proven expertise in implementing contact center infrastructures based on the Avaya Aura platform, and we were impressed by their in-house support capability and responsiveness to our specific business needs.

"We knew that effective support would be essential to the project's success. The fact that Sabio operates its own UK-based support operation provides Eurostar with confidence in Sabio's ability to handle Tier 1, 2 and 3 level enquiries quickly," continued Richard.

"Signing a long-term support contract with Sabio should ensure that the Eurostar customer experience team can rely on a best practice contact center infrastructure to support our service operation."

Sabio's Avaya-based solution allows Eurostar's service staff to answer calls at both its Ashford or Central London sites, with the ability to seamlessly switch traffic to either location as part of the company's broader disaster recovery plan.

In addition to Eurostar's significant call volumes, the service also receives around 85,000 customer interactions via e-mail and letter, and the Sabio solution will also support Eurostar going forward with the ability to integrate its contact operations across multiple channels.

"Sabio sets a high standard for implementing customer service solutions based on our core Avaya Aura platform, and provides the comprehensive
support that gives major customers such as Eurostar the assurance and accountability they require," said Jeremy Butt, vice president, Worldwide
Channels, Avaya.

"We're delighted that Eurostar has selected Sabio for this important project, and recognises the clear added value that working with a certified Avaya Connect Channel Partner delivers."

"Eurostar has revolutionised travel between London, Paris and Brussels, and the company is now set on expanding its business across Europe. We're pleased that they have chosen Sabio to work with them on developing and implementing their next generation customer support infrastructure," said Sabio Director, Adam Faulkner.

"Our solution will support Eurostar as it continues to grow its operations, provides them with the flexibility it needs to handle any customer demand peaks, and we'll always be on hand 24x7x365 to ensure their contact center platform operates effectively."

Sabio has deployed a core IP infrastructure based on the Avaya Aura� platform. Eurostar selected Sabio on the strength of its Avaya technology
deployment expertise as well as its unique support ability to handle over 95 percent of support enquiries in house enabled by its impressive support infrastructure ration of just 2.2 customers for each Sabio service professional. .
 

About Eurostar

Eurostar is the high-speed train service linking St Pancras International, Ebbsfleet International, Ashford International, Paris, Brussels, Lille,
Calais, Disneyland Resort Paris, Avignon and the French Alps. Info: www.eurostar.com.

About Sabio

Sabio is a specialist contact center and unified communications systems integrator focused on delivering exceptional customer contact strategies and solutions based on best-of-breed technologies from leading organisations such as Avaya, Nuance and Verint. Info: www.sabio.co.uk.

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