Digital customer experience transformation specialist Sabio has extended its partnership with Google Cloud and Twilio.
The tech provider has also built a new solution that deploys Google Cloud Contact Centre AI across the Twilio Flex platform.
Stuart Dorman, Sabio’s Chief Innovation Officer, said: “This is an exciting next phase of our partnership with Google Cloud and Twilio and one that strongly showcases how AI can be used to transform customer experiences.
“At Sabio, we’re proud to be recognised as one of Google Cloud’s leading contact centre AI specialists in Europe. Our customer base is filled with organisations that we’ve helped benefit from Google Cloud CCAI.”
Together with Google Cloud and Twilio, Sabio has enabled many organisations to automate or deflect voice interactions, improve first call resolution, assist call centre agents with suggested responses, and more.
“We have been developing our own products around Twilio’s Programmable Voice combined with Google Cloud CCAI for the last two years and are excited to expand these capabilities to Twilio Flex.”
“Our native integrations with Google Cloud provide customers with instant access to a world leading conversation AI platform. It is a testament to both the expertise and knowledge we possess internally around Twilio and Google Cloud technologies and capabilities, particularly relating to Google Cloud CCAI”, added Dorman.
The new solution also allows businesses to use Twilio Flex to optimise their customer and agent experience, with conversational virtual agents powered by Google Cloud’s Dialogflow CX, Agent Assist, and CCAI insights.
Matt Rogers, Vice President of Market Development, Twilio, adds: “Organisations are seeing the power of AI in transforming customer service and delivering great customer engagement. The expansion of the partnership between Google Cloud, Sabio and Twilio enables customers to rapidly build, deploy, and iterate Google Cloud CCAI capabilities with the programmable power of Twilio Flex.
“Deploying this solution enables customers to deliver key enhancements using conversational virtual agents across all channels, with real-time assistance for agents, all via a single agent desktop and using CCAI insights to drive continuous improvements.
“The strengthened partnership enables a single cloud platform capable of delivering highly personalised and intelligent contact center capabilities – enabling delightful customer engagements.”
This news follows the announcement of Sabio’s recent multi-million-pound contract win with Computacenter.
