{"id":44296,"date":"2024-02-21T13:07:13","date_gmt":"2024-02-21T13:07:13","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=44296"},"modified":"2024-02-21T13:08:03","modified_gmt":"2024-02-21T13:08:03","slug":"empowering-voices-voiceability-ushers-in-new-era-of-digital-communication-with-sabio-group","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/empowering-voices-voiceability-ushers-in-new-era-of-digital-communication-with-sabio-group\/","title":{"rendered":"Empowering Voices: VoiceAbility Ushers in New Era of Digital Communication with Sabio Group"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-44299\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/02\/voiceability-1.jpg\" alt=\"Voiceability\" width=\"598\" height=\"313\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/02\/voiceability-1.jpg 598w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/02\/voiceability-1-300x157.jpg 300w\" sizes=\"(max-width: 598px) 100vw, 598px\" \/>\n<p><strong>VoiceAbility, a leading voice and rights charity supporting vulnerable people for over forty years, has partnered with customer experience experts Sabio Group to implement innovative Amazon Connect and Salesforce technologies.\u00a0\u00a0<\/strong><\/p>\n<p>This digital transformation project has enhanced VoiceAbility\u2019s communication capabilities, improving efficiency and empowering the charity to better serve its clients.<\/p>\n<p>The 13-week implementation overseen by Sabio seamlessly integrated Amazon Connect with the Salesforce Service Cloud Voice and Experience Cloud platforms.<\/p>\n<p>Paul Harding, Commercial Director for Sabio\u2019s Salesforce Practice, said: \u201cVoiceAbility handles incredibly sensitive cases on a daily basis. Their previous telephony system was deemed no longer fit for purpose and so they wanted to implement leading-edge solutions from a trusted partner who understood their ethos \u2013 Sabio ticked those boxes.<\/p>\n<p>\u201cWith integrated voice, chat and voicemail functionality, single sign-on security, and AI-powered analytics, VoiceAbility can now detect caller sentiment, spot trends and respond faster to deliver more meaningful support.\u201d<\/p>\n<p>In a\u00a0<a href=\"https:\/\/go.sabiogroup.com\/case-study-voiceability-digital-telephony-experience-uk.html?utm_source=website&amp;utm_medium=news&amp;utm_campaign=2024-01-ukco-voiceability-amazon-connect-and-service-cloud-voice\" target=\"_blank\" rel=\"noopener\">recently published case study by Sabio<\/a>, key features of the project included:<\/p>\n<ul>\n<li>Intelligent voicemail routing and transcription for quick, context-rich responses<\/li>\n<li>Callback queue buster to promptly return calls, improving customer service<\/li>\n<li>Voice automation flows with caller history for personalised conversations<\/li>\n<li>Sentiment analysis providing insights into emotions behind calls<\/li>\n<li>Custom caller ID mapping attuned to individual needs<\/li>\n<li>Enhanced disaster recovery protocols ensuring uninterrupted service<\/li>\n<li>Powerful cloud-based reporting for data-driven decisions<\/li>\n<\/ul>\n<p>Danny Seaborne, Managing Director the UK &amp; South Africa at Sabio Group, added: \u201cWe&#8217;re delighted to collaborate with forward-thinking partners like VoiceAbility.<\/p>\n<p>\u201cWith niche expertise across customer engagement technologies, we understand the unique requirements of non-profits managing sensitive communications. This implementation showcases the immense potential of human-centric digital transformation to drive meaningful progress.\u201d<\/p>\n<p>The switch has already shown tremendous results for VoiceAbility, including:<\/p>\n<ul>\n<li>5% increase in service level performance<\/li>\n<li>20 second reduction in average handling times<\/li>\n<\/ul>\n<ul>\n<li>Faster reporting for real-time operational adjustments<\/li>\n<li>50% less staff turnover owing to simplified systems<\/li>\n<li>Enhanced staff onboarding and training capabilities<\/li>\n<\/ul>\n<p>As VoiceAbility continues its ambitious mission of inclusive societal change, this new chapter of intuitive, integrated communication promises more efficient operations and deeper human connections &#8211; ultimately translating to better lives for the people they serve.<\/p>\n<p><strong>About Sabio<\/strong><\/p>\n<p><a href=\"https:\/\/www.sabiogroup.com\/\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" loading=\"lazy\" class=\"alignright wp-image-32270 size-full\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/04\/sabio-logo.jpg\" alt=\"Sabio\" width=\"223\" height=\"68\" \/>Sabio Group<\/a>\u00a0is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India.<\/p>\n<p>The Group, which includes \u2018makepositive\u2019, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.<\/p>\n<p>Through its own technology, and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio, Google, Amazon and Salesforce, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.<\/p>\n<p>The Group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, loveholidays, Marks &amp; Spencer, Rentokil, Essent, GovTech, HomeServe, Sainsbury\u2019s Argos, Telef\u00f3nica, Think Money and Transcom Worldwide.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>VoiceAbility, a leading voice and rights charity supporting vulnerable people, has partnered with customer experience experts Sabio Group to implement innovative Amazon Connect and Salesforce technologies..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/44296"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=44296"}],"version-history":[{"count":5,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/44296\/revisions"}],"predecessor-version":[{"id":44303,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/44296\/revisions\/44303"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=44296"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=44296"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=44296"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}