Case Study: AA Deploy Customer Contact Infrastructure

The AA has selected Sabio to deploy and support its next-generation customer contact infrastructure.

The problem

The AA is the UK’s leading breakdown service with more dedicated patrols than anyone else.

“At the AA we’re passionate about delivering great customer service, around the clock. It is vital that we have the right technology, supported by the Avaya partner that we believe is the best fit for the AA,” said Simon Brown, Infrastructure Services Manager for the AA. “Looking to the future we needed an expert technology partner to help us in developing our next-generation, multichannel communications infrastructure.”

The solution

Sabio will provide an ongoing support service for the AA, ensuring that its Avaya solutions continue to perform optimally in order to handle interactions with its 15 million members across the UK and Ireland.

Its upgraded contact centre infrastructure will be based on an advanced Avaya Aura Communications Manager platform and an Avaya Call Management System.

Sabio will also deploy its innovative MaaS, Monitoring as a Service, capability to provide the AA with additional visibility of its end-to-end contact centre technology platform.

“It’s great news to be chosen as the AA’s preferred contact centre technology support partner,” said Adam Faulkner, Founding Director at Sabio. “As a best practice contact centre technology specialist, we’ll also work closely with the AA to help them take advantage of a more integrated approach to digital customer contact as they evolve their customer journey over the next exciting chapter in their 109-year history.”

For more information about Sabio, visit their website.