Sabio has won a contract to implement a flexible customer contact centre infrastructure for Eurostar, the high speed rail service that operates between the UK and mainland Europe.
The communications systems integrator will implement a powerful Avaya Aura SIP-based technology platform that will allow Eurostar to integrate its contact centre activities in London and Ashford.
In the mid-term this will enable flexible resourcing in times of peak demand, and delivering the resilience Eurostar demands to support its best practice customer service operations.
“We needed to work with a contact centre specialist with a high level of Avaya solutions expertise, and a partner that could offer the local skills required to ensure Eurostar’s demanding operations are fully resilient,” commented Richard Thomas, Eurostar’s chief technology officer.
“As an established Platinum-certified Avaya Connect channel partner, Sabio has proven expertise in implementing contact centre infrastructures based on the Avaya Aura platform, and we were impressed by their in-house support capability and responsiveness to our specific business needs.”
Sabio’s Avaya-based solution allows Eurostar’s service staff to answer calls at both its Ashford or Central London sites, with the ability to seamlessly switch traffic to either location as part of the company’s broader disaster recovery plan.
In addition to Eurostar’s significant call volumes, the service also receives around 85,000 customer interactions via e-mail and letter, and the Sabio solution will also support Eurostar going forward with the ability to integrate its contact operations across multiple channels.
“Eurostar has revolutionised travel between London, Paris and Brussels, and the company is now set on expanding its business across Europe,” said Sabio director, Adam Faulkner.
“We are pleased that they have chosen Sabio to work with them on developing and implementing their next generation customer support infrastructure.”