Scotland's leading non-domestic water supplier selects Sabio to implement technology platform for new Edinburgh-based customer experience centre

Posted: Monday 13th December 2010

Business Stream awards contract to Glasgow-based contact centre systems integrator for powerful customer contact solution based on core Avaya and Verint technologies.

Scotland's leading non-domestic water supplier selects Sabio to implement technology platform for new Edinburgh-based customer experience centre

Business Stream awards contract to Glasgow-based contact centre systems integrator for powerful customer contact solution based on core Avaya and Verint technologies.


Sabio has been selected by Business Stream - Scotland's leading non-domestic water supplier - to implement the underlying technology infrastructure for the company's new Edinburgh-based customer experience centre. The contract with Glasgow-based Sabio will ensure that Business Stream's customer experience team can rely on a best practice contact centre infrastructure to support the company's comprehensive service offering to business customers.

Business Stream is Scotland's leading supplier of water and waste water services to businesses, serving over 96,000 customers at over 145,000 sites through its customer experience team. The new contact centre environment will be based on a best-of-breed technology approach, combining a core IP infrastructure based on Avaya Communication Manager, with full-time recording and workforce management solutions from Verint's Impact 360 suite of workforce optimisation software.

This robust solution will provide Business Stream with full-time recording of voice and screen customer interactions for compliance and internal quality monitoring functions, along with workforce management capabilities to enable optimal scheduling of Business Stream agents against forecasted customer demand.

Sabio will also support the Business Stream customer experience solution from its 24/7 Glasgow support centre staffed by contact centre and unified communications specialists. Sabio is an Avaya Platinum BusinessPartner, and won the contract after an in-depth procurement process.

"At Business Stream we're committed to putting the customer at the heart of everything we do, so we needed to make sure we had the infrastructure in place that would allow us to deliver a consistently high quality customer experience," commented Graeme Ferguson, IT Operations Manager for Business Stream. "After talking with a number of potential partners, it was clear that Sabio really understood our business goals, had experience of providing best practice customer contact solutions to many of Scotland's leading organisations, and was ideally placed to give us the technology support we needed."

"How we manage customer interactions is critical to Business Stream's long-term success," he continued. "Sabio's solution provides us with the flexibility we need to respond to new opportunities, as well as the ability to integrate further value added services into our customer offering."

"Being easy to work with is one of Business Stream's core values, so it was imperative that their new customer contact infrastructure at their flagship Edinburgh Park headquarters could help the company to deliver on its promise. We're delighted that they chose Sabio as their contact centre technology partner, and we look forward to working with Business Stream as it continues to enhance its proposition and finds new ways to help its business customers save water and save money," added Sabio Director, Adam Faulkner.




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