Appello Careline, an award-winning 24-hour careline services provider, has selected Sabio Group for its migration to a new cloud contact centre platform.
In a multi-year agreement, Sabio – the digital customer experience (CX) transformation specialist – has helped deliver Appello’s move to Genesys Cloud and will continue to be the delivery and support partner.
The project will also see Sabio – a Genesys partner for more than two decades and recently voted Genesys’ EMEA Partner of the Year – provide crucial network and managed service support, as well as overseeing bespoke integration into Appello’s current telecare platform.
CRM integration to Microsoft Dynamics has also been included in a project that involved the migration of around 300 UK-based contact centre agents.
Carl Atkey Chief Technology Officer at Appello Careline, said:
“With millions of potentially life-saving interactions every year, it’s crucial that we deliver seamless and positive experiences to ensure the best quality service for our end customers.
“This project has been an exciting one and aligns completely with our position as an ambitious and innovative, Tech-Enabled Care Services provider (TECS). We believe it will support our next generation of growth while also realising significant operational efficiencies.”
Appello Careline provides 24-hour support to the housing, health and care sectors, supporting over 300,000 people across the UK and enabling them to receive the right support at the right time.
From a health and wellbeing emergency to a leaking tap, Appello’s digital centre receives more than seven million calls per year, including c.1.7 million digital calls handled by its operators.
Mark Betts, Managing Director for Sabio Group in the UK, Nordics and Africa, said:
“Providing customers with a brilliant experience starts with smart customer service and contact centre technologies, underpinned by the right infrastructure.
“Although gaining the right system is always a balancing act, we’ve mastered this for our clients for more than two decades – supporting contact centres across all kinds of different sectors.
“We are delighted to add Appello Careline to our list of managed service and network service clients, as well as supporting them in their migration to Genesys Cloud.”
Sabio, through its people and expertise built over more than two decades within the global contact centre space, enables its clients to harness the latest technology, knowledge and information to improve every customer interaction.
It is the digital transformation specialist of choice for more than 650 organisations globally. Sabio supports its clients’ needs for end-to-end digital customer experiences by combining market-leading contact centre technology with differentiated IP, artificial intelligence, workforce management as well as delivering the final CRM and desktop support element.
About Sabio Group
Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India.
The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences.
Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil, Essent, GovTech, HomeServe, Saga, Sainsbury’s Argos, Telefónica and Transcom Worldwide.