Vulnerable Persons Charity Partners with Global CX Specialist

VoiceAbility teams up with Sabio to improve communications, efficiency, and CX

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Published: February 23, 2024

James Stephen

The vulnerable persons charity VoiceAbility has partnered with Sabio Group to enhance its communications, efficiency, and customer experiences (CX).

Sabio Group, which describes itself as a digital CX transformation company, has integrated Amazon Connect with Salesforce Service Cloud Voice and Experience Cloud platforms.

The new capabilities now available to the charity include intelligent voicemail routing, callback queue technology, voice automation flows, sentiment analysis, custom caller ID mapping, improved disaster recovery protocols, and cloud-based reporting for data-driven decisions.

Paul Harding, Commercial Director for Sabio’s Salesforce Practice, said: “VoiceAbility handles incredibly sensitive cases on a daily basis. Their previous telephony system was deemed no longer fit for purpose and so they wanted to implement leading-edge solutions from a trusted partner who understood their ethos – Sabio ticked those boxes.

With integrated voice, chat and voicemail functionality, single sign-on security, and AI-powered analytics, VoiceAbility can now detect caller sentiment, spot trends and respond faster to deliver more meaningful support.”

The Challenges

Sabio recently published a report of its partnership efforts with VoiceAbility as a case study.

Within it, Sabio outlined the challenges facing the charity, which were the lack of detail and flexibility they were receiving from their existing cloud telephony system provider.

As demand from its clientele increased and the technological landscape evolved, VoiceAbililty realised that an upgrade was required.

Sabio reported that the charity was also looking to add automation capabilities, enhanced security, integration with Salesforce, and high availability.

The Solution

The solution that Sabio enacted was a 13-week transformative journey to boost VoiceAbility’s communication systems.

It specifically chose to utilise Amazon Connect and Service Cloud Voice to take advantage of the seamless integration and unified platform that these two solutions create, allowing VoiceAbility to capture, record, and access every interaction.

Amazon Connect and Service Cloud Voice also provide operational efficiency through AI insights, real-time call transcription, sentiment analysis, and automatic highlighting of sensitive calls.

The combination also enables a unified view of client interactions for staff, enterprise-level security protocols with the removal of personally identifiable information, as well as the scalability and flexibility that VoiceAbility was seeking.

The Results

There is already data to demonstrate the effectiveness of these integration efforts.

VoiceAbility has seen a five percent increase in service level performance, 20 seconds less for call handling times, and quicker reporting for real-time operational changes.

The charity has also witnessed 50 percent less turnover for staff due to the simplification of systems, improved staff onboarding and training capabilities, and zero downtime or outages for the six months following implementation.

Danny Seaborne, Managing Director of the UK & South Africa at Sabio Group, added: “We’re delighted to collaborate with forward-thinking partners like VoiceAbility.

“With niche expertise across customer engagement technologies, we understand the unique requirements of non-profits managing sensitive communications.

This implementation showcases the immense potential of human-centric digital transformation to drive meaningful progress.”

Now, Sabio believes that VoiceAbility can continue its work to make society more inclusive with a communications system that will lead to greater operational efficiency and deeper human connections, improving the lives of those they are seeking to help.

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