Davies has announced the transformation of its contact center and customer experience (CX) infrastructure by selecting CX transformation specialist Sabio as the group’s partner in a multi-year agreement.
Under the collaboration, Sabio will guide Davies’ transformation to a new cloud-based customer service platform on the Genesys Cloud CX, which provides a flexible, scalable, and unified CX platform. This platform has been especially developed and selected by Davies and will enable the firm to bolster telephony operations as well as open new communication touchpoints.
The transformation project will also see Davies unifying its digital communication capability across the next stage of its growth across the US and Europe. To date, Davies has been able to save its clients £5.8 million (about $7.6 million) in weather-related claims spend by adapting quickly to events as they happen.
The project will involve the cloud migration of 1,500 contact center advisors managing customer interactions across 13 business units for UK and US clients. The agreement also includes workforce engagement management (WEM) capability in addition to Sabio’s support and delivery services.
Davies Group chief information officer Darren Martin said that partnering with Sabio represents a major milestone for the firm as it invests heavily in advanced digital solutions to deliver better services for customers.
“Beyond the consolidation activity, we will also be introducing high levels of integration with underlying systems, enabling us to provide further benefits to customers, such as self-service and ultimately choice; allowing customers to decide when and how they want to communicate with us. It’s going to be an exciting partnership and I am looking forward to seeing the positive impact this will have,” Martin said.
Sabio Group chief experience officer Mark Betts (pictured) also commented on the partnership, saying that Davies is an organization that is not only ambitious in what they want to achieve but also receptive to new ideas.
“This multi-year agreement enables us to standardize their contact center technology infrastructure, building a solid foundation for their contact center operations before expanding their transformation through exciting automation projects utilising our vast internal expertise,” Betts said. “We are extremely looking forward to working closely with them over the next few years and successfully supporting their growth ambitions.”
This collaboration with Sabio is just the latest in a string for digitalization purposes. Earlier this year, the firm teamed up with GT Motive to boost the latter’s cloud-based estimating solutions.
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