This year’s ContactBabel research into the state of the contact centre technology market clearly showed that, when it comes to the use of hosted services, UK contact centres are lagging behind other parts of their business.
It appears that while 48% of organisations are currently using cloud services elsewhere in their operations, the figure drops to under a quarter when it comes to deploying cloud solutions in the contact centre.
While traditionally there might have been issues of control and security that prevented some firms pursuing a hosted strategy, that’s generally no longer the case – particularly as organisations increasingly appreciate the low up-front costs, undoubted total cost of ownership benefits, and increased operational flexibility that come with effective cloud deployments.
We’ve seen a number of cloud-based contact centre systems come to market and, although they’ve worked well for some businesses, it’s probably fair to say that they haven’t necessarily delivered the in-depth functionality that leading contact centre operations demand from their customer engagement platforms. If your business has made a major investment in core technology from best practice vendors such as Avaya and Verint, then it’s always going to be hard to dial back functionality in order just to take advantage of a different delivery model.
At Sabio we’ve looked closely at this challenge, and we don’t believe it should be an either/or choice. Having spent the last couple of years successfully deploying hosted solutions for customers that need to take advantage of a more flexible contact centre technology infrastructure, we now believe it’s the right time to bring our experience to market with Sabio OnDemand, our fully integrated hosted contact centre technology offering.
With the launch of Sabio OnDemand we’re introducing a fully-integrated hosted service that provides contact centre operators with access to the world’s most popular customer contact communications and workforce optimisation solutions from leading vendors such as Avaya and Verint. Capabilities including; multi-channel blended contact management, outbound campaign management, PCI compliant recording, quality monitoring and speech analytics, workforce management and performance management are all available as Sabio OnDemand services which take advantage of our proven international virtual hosting capability, dramatically reducing your internal IT overhead and the traditional effort required to manage and maintain an enterprise platform.
Initially two hosted contact centre offerings will be available: Sabio OnDemand ‘powered by Avaya’ and Sabio OnDemand ‘powered by Verint’. Over the next few months we’ll be strengthening the Sabio OnDemand proposition with further sophisticated contact centre capabilities.
Our OnDemand solutions will be hosted in a Sabio data centre that supports both virtual private environments and multi-tenanting where applicable. The pay-as-you-go pricing and streamlined deployment model has removed the traditional financial barrier for many organisations to adopt these feature rich enterprise contact centre solutions.
A range of deployment options are available, including DIY for organisations with in-house expertise and resources, a template configuration that takes advantage of Sabio’s in-depth operational expertise in key areas such as routing, quality monitoring and workforce management, or a more bespoke approach for more customer-specific solutions.