Sabio, a provider of contact center solutions including call center workforce management, announced that Bristan, a leading supplier of bathroom and kitchen accessories, has selected Sabio to implement a best practice unified communications and contact center technology infrastructure.

Under the terms of the partnership, Sabio will help Bristan implement an Avaya (News - Alert)-based unified communications state-of-the-art contact center solution and call center workforce management technology to optimize agent productivity and performance without the need for significant additional recruitment. 

This deployment is the initial phase of a major four-stage project that will implement the contact infrastructure to support its ambitious “Delivering an Extraordinary Customer Experience” commitment.

Sabio was selected to design and implement an end-to-end Avaya Aura communications platform supported by a portfolio of powerful applications. Additionally Sabio will build the foundations of the solution with an Avaya data-networking infrastructure.

Bristan also benefits from an end to end Avaya Aura communications platform and Avaya Aura contact center solution provided by a single vendor and a single systems integration partner.

The deployment will help the company deliver enterprise wide unified communications across Bristan Group sites in Tamworth, Bristol and Birmingham with unified messaging being delivered by integrating Avaya Aura Messaging into Bristan’s Lotus notes environment, company officials said.

Said Bill Wilson, Bristan’s customer services operations manager, “We had reached the stage where our business growth was outstripping the capabilities of our legacy telephony system, and this was creating a customer service bottleneck.”

“We knew that our next enterprise unified communications and contact center platform would be key to the success of our major customer service transformation program, so we looked initially for a technology partner that could help us deploy a best practice contact center infrastructure to support our goals,” Wilson added.

The phased approach has also helped Bristan develop a contact center roadmap that can quickly become self-financing with the savings from their initial call center workforce management deployment, which will help them fund their subsequent activities. “Bristan has demonstrated a clear commitment to delivering the highest standards of service to its trade and consumer customers, and we’re delighted that they chose Sabio to help them design and implement their unified communications and contact roadmap using Avaya-based solutions,” said Andy Roberts, Sabio’s commercial director, in a statement.

In addition to the initial Avaya Aura unified communications and call center workforce management projects, Sabio is also helping Bristan with subsequent phases such as speech analytics, CRM integration and integrating the ‘voice of the customer’ programs.

In a related industry announcement, GMT, a provider of call center workforce management solutions, announced the launch of GMT On-Demand. The comprehensive Software-as-a- Service (SaaS (News - Alert)) solution provides all the advanced features of GMT's award-winning Planet workforce optimization suite but through a hosted delivery model.