More than 60% of companies in the wider UK market are still relying on legacy contact centre technology platforms; often deployed on-premise. While they have provided bulletproof resilience for your voice communications; due to their inflexible nature, these platforms can stifle innovation.
The 2024 Contact Babel report shows persistent demand for voice channels, with long call durations and stagnant customer experience. To improve operations and service, automation, AI, and digital transformation are key.
Let Sabio and Avaya help you innovate with minimal disruption and risk.
Organisations are using public cloud contact centre platforms for greater agility and flexibility. However, Gartner reports that in 2024, most SaaS purchases lead to buyer's remorse, failing to deliver the expected CX results.. 
Avaya distinguishes itself with a bold and flexible approach tailored to your organisation’s specific needs and transformation pace. Unlike typical vendors that focus on marketing blurb about their numerous features.
A Sabio-led CX transformation with Avaya Experience Platform will put the emphasis on outcomes NOT FEATURES, potentially reducing annual operational costs by £4.2 million in a typical 500-seat contact center.
Here is an example of the outcomes a recent client targeted:
Don't choose a CCaaS platform based solely on the number of features it has; instead, focus on your customer experience goals and the platforms essential capabilities. This approach helps avoid unnecessary costs and allows you to target the top 10 CX issues that address 95% of your challenges. Transcom (a global outsourcing customer care firm handling 1.5m calls per day) did exactly this: 
Our expertise in Sabio AI and automation is seamlessly integrated into Avaya Experience Platform, positioning it to unlock millions in operational savings. However, the potential of AXP extends well beyond cost efficiency. It’s not just about features listed on a marketing page; it’s about delivering concrete customer experience (CX) results that drive success.
If you answer "yes" to more than 3 of these questions, the answer is "very likely".
Confirm your strategy with a clear roadmap to execute it.
Understand your current performance, how to maximise your current technology investments and urgently correct the inbound call experience. Sabio has a proven methodology that can shape and develop a roadmap for your practical AI strategy for CX in weeks. Maturity Assessments for Workforce Management and QA will help manage demand. Understanding customer intents in their own words to build AI use cases.
Map out the plan and execute.
Join up data sources to help build high value customer journey use cases. Sabio will help join up the dots and use analytics to drive successful transformational outcomes. An example of this is using AI to deliver an agile solution to a particularly challenging and costly use case. Existing data sources that you may already have will become your gold.
Success management for optimal tuning
Success requires an agile approach to re-iteration of capabilities and outcomes. We use AI to execute against high value use cases and then we leverage Sabio and Genesys analytics to ensure the outcomes are what we expected (or better). Tuning of AI, technology and services will ensure you achieve maximum value from our relationship.
