Southwark Council transforms customer service with new contact centre technology


Southwark Council has selected Sabio, the customer service technology systems integrator, to deploy an advanced Avaya communications platform solution for the Council’s new in-house contact centre in Peckham. Since the contact centre’s recent successful launch, the Sabio solution has helped Southwark Council secure significant operational performance and service quality improvements, including a 15% improvement in agent resourcing, a 50% reduction in wait times, and almost 80% of calls now resolved at First Point of Contact.

Sabio’s solution for Southwark Council is based on the latest Avaya Aura™ Contact Center technology. Sabio also deployed an Avaya Voice Portal solution to provide automated service for customers, as well as fully integrated Workforce Management and Quality Monitoring capabilities to optimise agent forecasting, scheduling and ongoing performance.

At Southwark Council we’re committed to delivering more for less, and our in-house contact centre is proving an excellent example of how we can work to release savings while still managing to improve the services we offer to residents,” commented Langa Ncayiyana, Southwark Council’s Customer Services Manager.

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