Bellrock has chosen Sabio Group to implement a next generation Genesys Cloud contact centre platform to power its CX operations.
Bellrock, the technology-enabled property and facilities management services company, provides risk-focused workplace and property management services to commercial, local authority, healthcare and education sector customers across the UK.
The company needed a flexible CX partner to help power its personalised customer engagement and contact centre activities for customers that include Costa Coffee and Wagamama, as well as major local government partners including Manchester City Council and Sheffield City Council.
Adam Champion, Head of IT at Bellrock, said: “At Bellrock we adopt highly innovative technologies such as the intelligent workplace, robotics and artificial intelligence to enhance our services delivery model, so it is critical that we support our operations with next generation customer experience capabilities.
“Sabio fits the bill. From our initial joint discussions Sabio immediately understood our business and future goals. It’s clear that the combination of Sabio’s expertise and the flexibility of the Genesys Cloud CX platform will provide Bellrock with a fast and easy way to connect and optimise our customer and employee journeys across all of our engagement channels.”
Sabio Group’s Chief Commerical Officer, Matt Tuson, added: “As Europe’s leading independent customer experience and contact centre expert, Sabio is expertly placed to consult and advise with innovators such as Bellrock – helping them to implement the best and most appropriate CX solution for their business.
“Genesys Cloud provides Bellrock with an agile, cloud-based customer experience platform, allowing them to add new CX capabilities and additional channels – but also with the flexibility to personalise and scale according to their evolving customer requirements.”
After a highly successful proof of concept, Sabio managed the implementation of Genesys Cloud to support the company’s 100-strong contact centre team. Sabio has integrated Genesys Cloud with Bellrock’s back-office systems, and also activated key workforce optimisation capabilities – including WFM and quality management – within the Genesys platform.
