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Sabio and Avaya Will Help Travelex Improve its Personalised Business Services

12-08-2005

Sabio and Avaya have won an order for a powerful integrated IP call centre solution from Travelex, the world's largest foreign exchange specialist.

Sabio, the innovative contact centre services and solutions company, and Avaya (NYSE:AV) , a leading global provider of business communications applications, systems and services, have won an order for a powerful integrated IP call centre solution from Travelex, the world's largest foreign exchange specialist. The new Sabio solution will integrate with Travelex's existing Avaya system to identify quickly calls received from customers of the company's lifestyle, concierge and assistance services such as configuring the diary to handle advanced anniversaries and reminders service and customising payment screens.

 

Also the Sabio solution will provide Travelex with far greater support for its 24/7 customer service offering, managing customer data 24/7 as well as comprehensive reporting and management information capabilities.

 

With its proposition, Travelex helps organisations to provide their customers with practical assistance, leisure time support and lifestyle management services. The company needed an integrated call centre/CRM solution that would allow it to continue to support its customers with the highest standards of customer service. After a detailed evaluation study to identify the appropriate technology to replace its existing Case Management System, Travelex decided to implement the Avaya Interaction Center as a robust contact management platform that could integrate easily with its existing Avaya system. Then Travelex chose Sabio as a recommended Avaya Platinum Business Partner to integrate and implement the solution, and carry out the application development and systems integration necessary to match the system to the company's precise requirements.

 

"We found that working with a specialist contact centre consultancy such as Sabio meant we could quickly configure our call centre and CRM technology to deliver key enhancements such as quicker call processing and improved customer service, despite the complexity of our business rules," commented Gareth Richards, Travelex's IT Director.

 

"With our new integrated call centre and CRM solution we'll be able to respond more pro-actively with call backs and reminders for customers, while significantly improving our reporting and management capabilities," he continued. "More detailed reporting will mean we can provide our business partners with more meaningful data, helping both Travelex and its customers to make more accurate business decisions."

 

"With this project, Travelex has clearly shown how it's possible to work with a specialist partner to successfully implement an advanced multimedia contact centre solution despite tight deadlines, and despite complex business requirements," added Adam Faulkner, Sabio's Founding Director. "In addition to our deep knowledge of core technologies deployed at Travelex such as the Avaya Definity ACD switch and the Avaya Interaction Center, Sabio has also delivered the in-depth application development, systems integration and project management skills that are essential for turning basic call centre and CRM components into successful business solutions."

 

The existing Avaya Definity ACD system will integrate with a new converged communication system for Travelex, which comprises: Avaya Communication Manager IP telephony software; Avaya Interaction Center - a multimedia contact centre which allows agents to handle enquiries by either Web, phone, e-mail or fax.

 

About Travelex

Travelex is the world's largest foreign exchange specialist, with offices in 35 countries, nearly 700 retail branches and 16,000 commercial customers. There are retail branches at key airport, seaport and rail locations, in addition to tourist and business centres around the world. Travelex is also the world's largest non-bank provider of commercial foreign exchange services, providing integrated solutions for businesses. For more information about Travelex, please visit www.travelex.com.

 

About Avaya

Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.

 

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

 

About Sabio

Sabio is an innovative contact centre services and solutions company wholly focused on maximising contact centre performance for its customers. Sabio offers business consulting, technology integration and managed services and has worked with many major organisations across the UK and Ireland, including Sky, Homeserve, Newport City Council, Powergen, RHL, Scottish and Southern Energy and Yorkshire Building Society.

 

Visit www.sabio.co.uk for more information.

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