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