LV= will take advantage of the Sabio Enhanced Support approach to maintain the performance of its major Avaya Aura Communication Manager platform that currently supports over 3,000 LV= agents, as well as the company’s Avaya Workforce Optimisation solutions. Sabio will also deploy its advanced Monitoring-as-a-Service offering to provide LV= with proactive service management, and help support the insurer in the development of its customer engagement technology roadmap.
Peter Sinden, Sales and Service Director at LV=, commented “Providing all our customers and members with the highest quality service is core to our business ethos, so it’s essential that our Avaya-based customer contact infrastructure always performs to the highest levels. We’re committed to building even greater engagement with our customers, so it made sense to work with a specialist customer contact technology partner that didn’t only offer market-leading levels of support, but who could also help us to optimise our existing Avaya infrastructure and workforce optimisation investment.
“With its proven track record as an Avaya Connect Platinum Partner and as an acknowledged customer contact innovator, Sabio seemed a logical choice for LV=,” continued Peter. “This was confirmed when we visited Sabio’s dedicated Support Centre, when it was immediately clear that they had the expertise, enthusiasm and insight we needed to support us in the realisation of our contact centre transformation plans.”
“Our Support operation is manned by the best Avaya contact centre and unified communications specialists in the industry, and we collectively hold some 200 Avaya technology accreditations – ensuring that we’re able to provide major organisations such as LV= with the highest levels of Avaya support,” added Sabio Director, Adam Faulkner. “LV= will also benefit from a level of consultancy that we’ve built into our Sabio Enhanced Support proposition, indeed as part of their procurement we were able to recommend an improvement in their PCI Audit process that has already unlocked a significant saving.”
Sabio’s support team has over 17 years’ experience in delivering and supporting critical contact centre and communications solutions from vendors such as Avaya, Verint and Nuance. Sabio is distinctive in the Avaya space in that its Support Centre is able to handle and resolve an industry-leading 93% of customer incidents in-house, providing an unrivalled ability to deliver a genuine emergency response with the right technical capability to P1 incidents. Sabio has held Avaya Connect Platinum Partner status for over ten years, and is committed to extending its comprehensive Avaya support offering with a growing portfolio of added value services including Monitoring-as-a-Service, Software Investment Protection and Lifecycle Software support.