Sabio Group: Brilliant Customer Experience - Everytime

Transforming traditional customer engagement is a priority for organizations of all sizes across the Asian market. However, building a compelling customer experience (CX) proposition demands deep expertise. Simply putting the customer first is not enough – brilliant customer experiences need to be embedded right into the organization's heart and be delivered at scale. Winning at this level requires a CX approach that takes full advantage of key innovations such as AI-powered selfservice, automated processes, and smart customer engagement analytics. But it also needs to be backed by a fully equipped contact center team that can handle the complex customer interactions that cannot be completed through self-service or digitally. As customer experience experts and a full-service provider delivering technology, services, and insights, Sabio Group can support contact center operators across the Asian market – wherever they currently are on their customer service journey. “We believe that organisations should provide their customers with a brilliant experience – each and every time. That’s especially the case as the traditional contact center is currently undergoing its biggest transformation in 50 years,” says Kiew Peng Lau, Head of Solutions, Sabio Group.

Founded in 1998, Sabio has shared the same vision of a business from day one: a company built on strong ethics and dedicated to providing excellent customer service through innovative technology solutions.

With over 20 years of experience helping organizations optimize their contact center and CX performance, Sabio believes that every time someone engages with a business, they are going on a journey. This means that it is vital that CX teams do everything they can to make sure that it is a great journey each and every time. For this, brands need to combine digital, data, and design to successfully handle today's increasingly complex customer journeys. To that end, the company is distinctive in offering a full-service proposition. “We combine the best CX technologies, a proven 24/7 services capability, as well as deep insight into the multiple datasets that inform different aspects of the customer journey,” remarks KP Lau. Sabio brings all these elements together to build CX solutions for brands looking to transform their customer interaction and operations through digital processes, automation, and business insights. Throughout all this, Sabio’s focus remains on working with its clients to deliver solutions that unlock sustainable, long-term value. By offering cloud computing, Sabio helps brands create contact center platforms that enable more secure, cost-effective, and collaborative customer engagement operations integrating across a range of channels.

KP Lau refers to the case study of M1, Singapore’s most vibrant and dynamic communications company. The client wanted to extend its digital service offering with a virtual assistant chatbot solution. M1 selected a platform from flexAnswer Solutions – part of Sabio Group – to support the development of its Ask Mindy chatbot solution. Since deployment, M1 has seen a 50 percent drop in email interactions into its contact center. This frees up its expert contact center agents to handle more complex, account-related customer interactions.

By paving the way for such outstanding results, Sabio is moving ahead with a growth plan to broaden its solutions portfolio and geographic coverage. Since announcing its plan to accelerate growth in 2016, Sabio has acquired multiple solution providers till date. Some of these include Madrid-based CX solutions specialist Team vision, flexAnswer Solutions, the leading Singapore-based provider of innovative Virtual Assistant solutions, Spain-based WFO and Speech Analytics specialist Callware and more. These acquisitions have strengthened Sabio’s position in the market by adding a variety of solutions and services under its name. Along the same lines, the company is set to grow with newer acquisitions and partnerships.