Cover EurostarHow Sabio implemented a resilient, Avaya-based customer service infrastructure for Eurostar International to support the company as it evolves to compete in Europe's increasingly open-access world of on-rail competition.

Operational Challenge

In the run-up to transforming its business from a joint venture to a new unified standalone business Eurostar had an urgent need to replace its legacy call centre technology with a best practice contact centre environment based on a future-proof technology infrastructure. Critical requirements were the highest levels of resilience to support the company’s multi-site operations, and a flexible platform that could evolve to support changing customer contact channels.

Sabio Solution

Following a competitive tender, Eurostar International selected Sabio as its strategic contact centre technology partner. Sabio recommended that Eurostar replace its legacy call centre technology with a powerful Avaya Aura® SIP-enabled technology platform that would enable flexible resourcing in times of peak demand, and deliver the resilience Eurostar needed to support its best practice customer service operations. Eurostar also contracted with Sabio to deliver the support necessary to ensure effective service operation.

Results Delivered

  • Sabio successfully implemented Eurostar's new customer contact infrastructure in just two months – in time for the new unified company's launch in September 2010
  • Flexible Avaya Aura® SIP-enabled solution provides an integrated customer contact solution across Eurostar's key sites in London, Ashford, Paris and Lille
  • Resilient architecture underpins Eurostar's critical Disaster Recovery strategy
  • Future-proof Avaya IP communications platform supports company's increased requirement for multi-channel and social media interactions

 

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