WE HOPE YOU ENJOYED TACUG'S EVENT

As event sponsor, Sabio is an Amazon Connect delivery partner with over two decades of contact centre experience. Sabio is excited to collaborate further with the user group attendees.

Sabio makes a difference via our Amazon Connect and Salesforce practices to help customers maximise both contact centre and CRM, supercharge your AI using Alexa technology to support large scale automation, optimise the management of often distributed and complex contact centre workforces and leverage analytics to drive higher quality interactions and productivity.

UNLOCKING THE VALUE OF YOUR AMAZON CONNECT INVESTMENT

Sabio is offering the independent user group community the opportunity to unlock value from their existing investments in Amazon Connect and understand the potential of new capabilities. Further information is available in our AWS Marketplace product listings.

Amazon Connect CX Maturity Assessment
This is a general operational review conducted by Sabio Amazon Connect experts and your teams in a 3 – 4 hour workshop to understand what services are in use, what your current costs are, what new features may be of use to you based on pain points and where Sabio could optimise your overall investment in the platform.

The full assessment consists of three elements;

1. A focus group in which we complete the Maturity Questionnaire
2. A website review where we spend time accessing the website as one of your customers would
3. A mapping of your current voice IVR

Each of these elements enables us to understand the customer-facing organisation better and lets us experience how customers currently interact with the organisation.

The answers to each of these questions will be evaluated against our 5 levels of maturity, a score of 1 being given for an organisation delivering a hygiene level or basic service delivery and a score of 5 being given for the level of experience delivered by a “best in class” organization.

Amazon Connect Intent Capture & Analysis
Intent Capture and Analysis (IC&A) captures customers intents and categorises the reasons for calling, enabling you to build rich insights to help support business decisions for AI or automation strategies, ensuring they're data-driven and deeply aligned with your actual customer needs and behaviours.

• Detailed understanding of the nuances behind your customer calls, allowing identification of specific demand drivers and trends
• Lays a solid foundation for AI or automation strategies, ensuring they're deeply aligned with actual customer needs and behaviour
• 8-week programme

Securing Tangible WFM Benefits
Following the Sabio session on workforce optimisation we thought you might be interested in finding out more about the latest Amazon Connect WFM capabilities, the importance of keeping planning and operational processes on track, and how applying regular WFM health checks and ongoing WFM optimisation services can not only result in more efficient operations but also improved service levels.

• 3-month POC of Amazon Connect native workforce management capability to show reduction in agent usage/staffing functionality
• WFM Health Check – includes an operational review of your planning function to benchmark across Forecasting, Planning, Scheduling, Intraday / RTM and MI Analysis and quantify the saving potential

Get in touch for a conversation with our AWS Connect Experts

THE SABIO DIFFERENCE FOR AWS CONNECT CUSTOMERS

• The invaluable bridge between Amazon Connect and Salesforce
  By leveraging our partnership and deep expertise with both companies, Sabio brings an unrivalled understanding of how to seamlessly unite your infrastructure and CRM needs – forging the best of both worlds for your business.

• Supercharge your AI
  Amazon Connect utilises its Alexa technology to interpret the meaning behind the words of your customers. It’s a powerful tool and Sabio can help you build and iterate at speed to activate large-scale automation across your business – driving up customer satisfaction and operational efficiency.

• Enhance your teams
  Sabio understands your biggest contact centre cost is people and ensures they are best deployed to efficiently and effectively harness the potential of Amazon Connect. Our Work-Force Engagement Management service feeds insightful learnings back to your business.

• Leverage your analytics
  Sabio’s tried and tested processes can translate the wealth of data generated by the conversations between your customers and your employees into actionable insights. Better insight drives higher quality interactions, greater productivity, and a reduction in unnecessary customer contact.