Yorkshire Building Society has entered into a five year managed service agreement with contact centre specialist Sabio.

In addition to this agreement, which includes standard support and solution upgrades, Sabio will assume responsibility for elements of onsite tier one and tier two troubleshooting, as well as the initial recruitment and ongoing management of suitable technical personnel to look after new telecoms technologies deployed at Yorkshire Building Society. Technologies covered will include the building society’s core Avaya Aura communications platform, Avaya Proactive Contact, Verint Impact 360 Workforce Optimisation solutions and Nuance IVR software.

Stephen Mulley, who leads telephony infrastructure across the Group, says: “We’re committed to making it easy and simple for our customers to do business with Yorkshire Building Society in ways that are most convenient for them, and we achieve that by continually investing in the right people, processes and technology. As our customer service technologies become more complex, it makes sense for us to work with a best practice contact centre specialist that is accountable for the technical performance of our customer service infrastructure. We’re delighted to have engaged Sabio in a long-term managed services capacity to ensure the end-to-end performance of these telecoms technologies.”

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