Sabio Enters the Interaction Analytics Space

The new Sabio solution finds actionable insights from customer interactions

Speech AnalyticsLatest News

Published: May 17, 2023

James Stephen

Sabio has officially entered the conversational analytics space with the release of its new solution that locates actionable insights from customer interactions.

The new solution, Analytics Proof of Value (PoV) offers advanced analytics technology alongside expert consultancy services.

It gathers information over an eight-week period, analyzing voice calls and metadata to surface insights that can lead to improvements in advisor and customer experiences.

Sabio then works through the findings, offering advice to enable customers to form their digital transformation strategies.

Don Macdonald, Sabio’s Interaction Performance Consultant, said: “Organisations have a multitude of interactions with customers and prospects every day and the information held within those conversations holds the key to improving things like contact center revenue, operational efficiencies, and advisor/customer experiences.

“Through working with hundreds of organizations globally across multiple sectors and geographies, we know first-hand that the transformation process is complex, emotional, time-consuming, and certainly non-linear.

“However, through insights gleaned from our own customer base, we found that the end goal remains the same – that organizations want to understand changing customer needs and they want to be able to react to those changing requirements quicker than the competition.

Our Interaction Analytics PoV is the first step in helping them do that.

The digital customer experience specialist, Sabio, believes that the combination of its advanced analytics and expert consulting services will enable businesses to enhance their customer interactions and improve operational efficiency.

Furthermore, by finding trends and patterns within customer interactions, organizations can improve future customer interactions, minimize operational costs, and increase customer loyalty and satisfaction.

The Analytics PoV solution focuses on sentiment analysis and agent performance, plus a third module of the business’s choice, which best suits its needs.

Tom Mullen, Chief Product Officer at Sabio Group, commented: “Our approach to analyzing customer interactions combines advanced analytics with the knowledge and skills of our consultants to provide a complete solution that helps businesses improve both the experience for their customers and how efficiently they operate.”

Sabio has already made a commitment to ‘innovation and customer-centric offerings’, which it says its new analytics solution is aligned with.

Describing itself as a “trusted partner for hundreds of leading brands”, Sabio works to deliver the latest technologies and services to assist businesses in their customer experience journeys.

Sabio is hosting a customer success story webinar on June 13th, in which the financial services firm, NewDay, will explain how the interaction analytics solution has helped its business.

Macdonald added“Although there is no one-size-fits-all answer to digital transformation, knowing where to start and most importantly why is key to success.

“A full analytics deployment can be a sizeable investment for organizations.

“However, our PoV is a relatively short and sharp eight-week program that provides an impactful way of experiencing the type of actionable insights that they didn’t know existed without having to commit to a hefty spend.

It’s a low-cost, high-value ‘try before you buy’ option which offers great insights and significant ROI.

Last month, Sabio acquired People Matter, a mental health and well-being in the workplace platform.

Mullen called the acquisition an “outstanding addition to the Group” and a continuation of Sabio’s strategy to acquire businesses with leading IP and expertise within its industry.

Meanwhile, in 2022, Sabio launched a new AI-powered CX platform to simplify omnichannel customer experiences.

The platform, Sabio Console integrates voice, webchat, SMS, WhatsApp, and more into conversational AI platforms, including Google CCAI, ES & CX.



Business IntelligenceDigital Transformation

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