CSM Magazine

FEBRUARY 2, 2024

Benenden Health, a not-for-profit healthcare mutual, has transformed its member experience through a cloud-based digital transformation project with Sabio Group. Goals included supporting multi-channel engagement, tapping member data for personalisation, and integrating systems across the business to smooth hand-offs.

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Self Service Multi-Channel Healthcare Case Study 52

CSM Magazine

DECEMBER 12, 2023

In a recently published case study, the Genesys Cloud project with ENGIE was delivered two months ahead of the 12-month timeframe, exemplifying Sabio’s expertise in delivering rapid Genesys Cloud deployments. As well as over 4,600 agents, the migration covered the handling of 150 million annual voice minutes.

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Groups Self Service Abandon Rate Case Study 52

CSM Magazine

DECEMBER 8, 2015

Genesys, provider of omnichannel customer experience and contact centre solutions, has announced that it has been accepted as a supplier for the UK Government’s latest G-Cloud framework, G-Cloud 7. G-Cloud is the pre-approved list of suppliers offering cloud and digital services via an online portal.

Self Service 40

Self Service Government Omni-Channel Communication 40

VDS

OCTOBER 12, 2023

Are you caught in the cloud contact center whirlwind, where it’s all about making a sale, but no one talks about what happens after go-live, or the customer’s lifetime value? In the tumultuous world of cloud contact centers, you will soon realize that something is not right.

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Contact Center Sales Customers 52

CSM Magazine

JULY 13, 2023

“The digital transformation of our business – initially through the migration to Genesys Cloud – provides us with lots of potential for growth and will strengthen our abilities to provide our customers with the best possible experiences when interacting with Aramisauto.”

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Groups Customer Base Multi-Channel e-support 52

CSM Magazine

JANUARY 17, 2024

With that, I think you’ll see a lot of Proof-of-Concept projects that very quickly become real, tangible propositions which are then baked into broader CX strategies, for example within the likes of a Salesforce or Genesys-based contact centre infrastructure. Another way to look at it is this.

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Industry Data Trends Exceptional Customer Service 52

CSM Magazine

FEBRUARY 14, 2023

Appello Careline, an award-winning 24-hour careline services provider, has selected Sabio Group for its migration to a new cloud contact centre platform. “We are delighted to add Appello Careline to our list of managed service and network service clients, as well as supporting them in their migration to Genesys Cloud.”

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Groups Multi-Channel CRM Technology 52

CSM Magazine

NOVEMBER 15, 2022

The pest control leader is implementing Genesys Cloud CX — an all-in-one Cloud, contact centre and experience solution — as its contact centre platform as part of an ambitious unified communications project. ” While voice remains its main channel, Genesys Cloud CX provides omnichannel support. .

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Groups Self Service Multi-Channel Omni-Channel 52

CSM Magazine

JANUARY 13, 2023

Sabio – the digital customer experience (CX) transformation company – will integrate the specialist Genesys business of Sopra Steria. Sabio Group has expanded into the European Nordics region following a ‘transfer of business’ agreement with a major European IT consultancy. ” About Sabio Group.

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Groups Consulting Customer Journeys Technology 52

CSM Magazine

MAY 28, 2021

New premium selection allows Genesys customers to implement PCI Pal’s secure payment solutions at optimum pace. PCI Pal – the global cloud provider of secure payment solutions for business communications – has announced its secure payment solutions are now available as a premium Client Application on Genesys AppFoundry.

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Government Communication Interaction Customer Engagement 52

ChurnZero

JULY 27, 2021

A sister program to the SaaS Awards, The Cloud Awards ( [link] ), will soon accept submissions for a new 2021-22 program, continuing its recognition of excellence in cloud computing, with an October deadline. . The SaaS Awards is a sister program to the Cloud Awards, which was founded in 2011. Genesys (Genesys Cloud).

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CRM Innovation Software Touchpoint 98

CSM Magazine

MARCH 13, 2024

Implementing Sabio’s proprietary Salesforce Service Cloud Accelerator and Salesforce Service Cloud, Sweaty Betty realised game-changing operational efficiencies and customer satisfaction levels that exceeded all expectations. Fiona Lind, Digital Project Manager at Sweaty Betty, explained the transformational impact.

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Omni-Channel Groups Self Service Customer Experience 52

CSM Magazine

MAY 3, 2023

“This appointment provides a focal point for our in-country and in-region presence, enhancing our capabilities – particularly in Genesys cloud migration – and strengthening our skillsets, language and market knowledge to serve both new and current customers.

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Groups Consulting Customer Relationship Management CRM 52

CSM Magazine

AUGUST 30, 2022

The good news is that with increased deployment of cloud-based digital telephony and continuous innovations within the channel, it’s now possible to track, measure and support all aspects of the voice call – from initial answer through to wrap-up and beyond. About the Author.

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CRM Average Handle Time Groups Omni-Channel 98

CSM Magazine

SEPTEMBER 28, 2023

The multi-year agreement sees Sabio taking over the maintenance and support of Marsh’s Genesys Cloud customer service infrastructure. The partnership with Sabio, the digital customer experience (CX) transformation specialist, marks a significant milestone for Marsh Finance, which this year celebrates its 50th anniversary.

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Groups Customer Experience Multi-Channel Financial 59

VDS

OCTOBER 2, 2023

Selecting the right Genesys Cloud partner for your business is essential to successfully designing, implementing, and supporting the Genesys Cloud solution. Key Takeaways Evaluate potential Genesys Cloud partners based on their experience, capabilities, integration, and support offerings.

How To 52

How To Customer Journeys Contact Center Analytics 52

NICE inContact

MAY 12, 2017

Cloud, cloud and more cloud. Many of the sessions in the contact center track explicitly addressed cloud applications. Other sessions dealt with next-gen capabilities that are often implemented using a cloud deployment model. Is Cloud Contact Center the New Normal?

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Contact Center Connections Conference Case Study 120

CSM Magazine

JULY 12, 2023

Sabio will guide the firm’s transformation to a new cloud-based customer service platform on Genesys Cloud CX, providing a flexible, scalable, unified CX platform. This platform has been specially developed and selected by Davies, with the customer at the forefront of the solution. .

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Groups Multi-Channel Self Service Insurance 52

AWS Machine Learning

MARCH 29, 2024

Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience. The integration of Amazon Lex with Talkdesk cloud contact center is inspired by WaFd Bank (WaFd)’s digital innovation journey to enhance customer experience.

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Contact Center Chatbots Self Service Touchpoint 94

CSM Magazine

AUGUST 10, 2023

Its NS3 framework inclusion comes a few months after it was also included in the UK Government’s G-Cloud framework, strengthening its ability to serve the UK public sector as a recognised Cloud Software and Cloud Support supplier. In 2022/23, CCS helped the public sector to achieve commercial benefits equal to £3.8

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Groups Wireless Government Customer Journeys 52

Natalie Petouhof

AUGUST 15, 2022

In this episode, Dr. Natalie Petouhoff, Senior Strategic Business Consultant Director at Genesys, explains why empathy makes good business sense — and how technology can enable it at scale. And it’s driving organizations to transform into customer-centric experience orchestration hubs.

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Technology Customer Centricity Consulting Measurement 52

CSM Magazine

JANUARY 8, 2024

And we had a plan… Within hours of that distress call, our team spun up a 100-seat cloud-based contact centre solution ready to support multiple European countries powered by the Twilio Flex platform. But what about the contact centre solution that is vital to its operations? This is where Sabio comes into the picture.

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Groups Healthcare Multi-Channel System 52

CSM Magazine

NOVEMBER 25, 2021

PCI Pal , the global provider of cloud-based secure payment solutions – has upgraded Chill Insurance’s payment security solution to aid secure and compliant payment card transactions, regardless of whether contact centre agents are working onsite or remotely from home.

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Insurance Metrics System Feedback 52

CSM Magazine

NOVEMBER 14, 2023

Decreasing Pace of Cloud Migration However, it’s not all smooth sailing. I touched upon the decreasing pace of cloud migration, a crucial factor in the digital transformation journey. Many organisations are still grappling with the shift to the cloud, and I delved into the reasons behind this slowdown.

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Conference Groups Touchpoint Innovation 52

CSM Magazine

JUNE 7, 2023

Makepositive will work closely with Quickline to help them harness the feature-rich, industry-specific capabilities of Salesforce Communications Cloud, to enhance field services, improve customer support, and streamline inventory and van stock management. “At

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Wireless Telecommunications Customer Service Multi-Channel 52

CSM Magazine

MAY 12, 2023

“We have delivered another strong period of growth, driven by our market leading partner eco-system, as well as our capability to deliver our patented cloud solutions in a light-touch way, on a truly global basis.” PCI Pal’s cloud-based payment solutions are trusted by an extensive and fast-growing customer and partner base.

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Company Government Analysis Financial 52

CSM Magazine

MARCH 2, 2023

While a number of innovators and early adopters have seized the initiative and embraced a rapid transformation to cloud contact centres, the reality remains that the vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like. That’s completely understandable.

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Innovation Groups Technology Customer Journeys 52

CSM Magazine

MARCH 9, 2023

Cloud alone can’t be the sole answer to your CX business challenges or a destination for your business – but it is the first step through a door that will allow you to unlock potentially significant improvements in terms of operational efficiency and costs, customer satisfaction, and advisor performance and retention.

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eBook Groups Customer Journeys Technology 52

CSM Magazine

JULY 5, 2022

.” Throughout the year, the Group successfully strengthened its partner network, nurturing relations with the likes of Twilio, Google Cloud, Amazon Connect and Salesforce, while re-enforcing its partnerships with established vendors such as Verint, Avaya and Genesys.

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Groups Financial Customer Relationship Management Customer relationships 59

AWS Machine Learning

SEPTEMBER 29, 2022

In the post Enhancing customer service experiences using Conversational AI: Power your contact center with Amazon Lex and Genesys Cloud , we introduced Amazon Lex support on the Genesys Cloud platform and outlined the process of activating the integration. Configure Archy, the Genesys Cloud Architect YAML processor.

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Virtual Agent Call Flow Self Service Contact Center 68

CSM Magazine

MAY 23, 2023

Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.

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Customer Experience Groups Innovation Technology 52

CSM Magazine

JUNE 29, 2023

Twilio Flex is a digital engagement centre for the entire customer journey—a sales tool for pre-purchase conversations, a cloud-based contact center, and an in-app digital concierge. Developed by Twilio, Flex provides businesses with the flexibility and scalability needed to deliver exceptional customer experiences across multiple channels.

Groups 52

Groups Contact Center Omni-Channel Consulting 52

Natalie Petouhof

AUGUST 31, 2016

Tweet Genesys (www.genesys.com), a customer experience, omnichannel and contact center solution and Interactive Intelligence Group Inc. www.inin.com), a customer engagement and global leader of cloud and on-premise solutions for communications and collaboration, are entering into a definitive agreement. Notes From The Executives.

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Interaction Company Contact Center Innovation 40

Talkdesk

JUNE 27, 2019

Mainly because of the legacy on-premises ACDs from Avaya, Cisco, Genesys and others that have been in place for decades. Why are enterprise contact center digital transformation initiatives lagging? Talkdesk Boost addresses this growing marketplace dilemma with a win-win approach.

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Self Service Contact Center Customer Centricity System 79

CSM Magazine

OCTOBER 31, 2022

Sabio’s ‘makepositive’ – a dedicated multi-award-winning Salesforce consulting partner and one of the longest standing Salesforce partners in the UK – is supporting CityFibre’s growth plans in a multi-year agreement managing and maintaining the roll-out of Salesforce Marketing Cloud.

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Multi-Channel CRM Hospitality Consulting 52

CSM Magazine

DECEMBER 15, 2022

Its ‘ Empowering People to Deliver Excellent CX ‘ campaign focuses on arming contact centre advisors with the latest equipment and technical capabilities needed to deliver outstanding CX – such as AI and automation, cloud technologies and harnessing data to power differentiation.

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Groups eBook Video Customer Journeys 52

CSM Magazine

JUNE 23, 2022

” PCI Pal’s cloud-based payment solutions are trusted by an extensive, and fast-growing, customer and partner base. Partners include Amazon Connect, 8×8, Vonage, Genesys, Five9, and TalkDesk. Customers include well-known brands such as Halfords, Michelin, Autotrader, as well as over 60 UK government authorities.

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Company Government Communication Brands 52