Unibet, one of the largest online gambling operators in the European market, has selected Sabio to implement a next generation multi-channel contact solution to fully transform its international customer service capability.
The project brings together unified voice, e-mail and text chat contact channels, a consolidated agent desktop approach, streamlined workflow management and optimised workforce management to help Unibet deliver a consistently high quality customer experience regardless of the channel being used.
With a growing base of over 7.5 million customers worldwide playing a broad range of pre-game sports betting, live betting, poker, casino and other games, Unibet wanted to transform its provision of multi-lingual and multi-channel customer service from its centres in Malta and the UK. Sabio's fully managed, purpose-built technology platform will be hosted from the UK, equipping Unibet's agents with all the information they need to resolve customer queries on first contact, provide customers with an increased range of channels, and to deliver an improved personalised experience. Additional operational benefits for Unibet will include improved agent utilisation, automatic customer identification and verification, robust feedback processes to help drive agent performance, unified reporting and enhanced processes to reduce potentially fraudulent transactions.
"Factors such as increased competition, the introduction of new communications channels, changing demographics and evolving customer demands all contributed to the need to upgrade our main contact centre operation in Malta," commented Ewa Kwiatkowska, Head of Customer Support, Unibet Group. "However it was only when speaking with Sabio that we really understood the extent of the opportunity we had to transform the broader contact experience we could offer to our customers. Sabio's ability to offer a comprehensive, next generation customer contact platform, fully managed and hosted from the UK, gives Unibet all the control and agility we need to take our customer experience to the next level."
Sabio's contact centre solution for Unibet is based on a fully managed, purpose-built customer contact platform hosted from the UK and integrating best practice technology including Avaya Aura® Communication Manager and CMS Reporting, Verint® Impact 360 Workforce Optimisation software for workforce management, call and screen recording, quality monitoring and agent scorecards, and Kana Enterprise for agent desktop and omni-channel integration. The solution will support Unibet's 100-plus agents, and also features a comprehensive SIP trunking infrastructure from Sabio's Network Services operation to support MPLS connectivity and international calls.
"Sabio makes an ideal customer service technology partner for Unibet as we go beyond the provision of basic contact centre systems to equip major organisations with innovative solutions to their increasingly complex customer contact challenges. With Unibet we have combined our in-depth expertise in core contact centre technology disciplines such as Avaya platforms, Verint workforce optimisation and Kana agent desktops with the essential managed services, data centre and SIP communications capabilities needed to deliver a true hosted solution," added Sabio Director, Adam Faulkner. "Unibet will now benefit from a single, blended queue for all its core voice, email and text chat customer channels, with the flexibility to integrate further channels such as social media using the same hosted customer service platform when required."
A single Unibet agent desktop based on Kana technology will provide the company's contact centre agents with immediate access to customer interactions across all channels, including instant screen pop-ups, contact details, account histories and relevant FAQ information. Additionally agents will have access to processes such as click-to-dial, callback, playback and wrap-up activities, as well as workforce optimisation features such as workforce management and advanced scorecards.