Sabio Group has secured a brand new contract with French mobility and transportation specialist, Kisio, which can see it assist the enterprise because it embarks on a digital transformation journey.
The Paris-headquartered agency – which is a subsidiary of Keolis Group – has carried out a brand new Genesys Cloud answer throughout 15 websites in France.
Genesys Cloud is changing an ageing legacy system, turning into Kisio’s new contact centre infrastructure for greater than 350 brokers.
The undertaking represents the corporate’s first transfer in reaching omni-channel customer support functionality and can ultimately assist handle greater than three million interactions per 12 months throughout outbound/inbound calls, SMS, e mail and social media.
Sabio Group, the digital buyer expertise (CX) transformation specialist, is supporting Kisio’s Genesys Cloud implementation, offering technical infrastructure experience and extra assist providers.
The undertaking started at Kisio’s HQ in Paris, with six websites already up-and-running. Sabio has additionally assisted with integrating Genesys Cloud with Salesforce, enabling Kisio to have a 360-degree view of the shopper journey.
Elodie Marechaux, Venture Supervisor, Buyer Expertise, at Kisio, mentioned: “That is an thrilling first section in our digital transformation journey.
“We’ve got been so impressed not simply by the Genesys Cloud answer however by the eye to element, experience and suppleness proven by Sabio in assembly the wants of our enterprise.
“This primary stage is solely a telephony undertaking however the objective is to develop all channels; so e mail, chatbot and callbots for instance.
“This can be a essential step within the long-term digital transformation ambitions for our enterprise and we’re actually happy to be working with Sabio and Genesys on this undertaking.”
She added: “We all know this can be a journey – digital transformation initiatives of this measurement at all times are.
“Nonetheless, there may be already a powerful feeling of partnership and collaboration between Kisio and Sabio and that is one thing that’s extraordinarily necessary to us and which we’re extraordinarily captivated with.”
Kisio combines consulting and operational providers to assist transport operators design and handle mobility experiences respectful of passengers and communities.
The organisation, which has greater than 750 workers throughout the nation, is dedicated to creating France as accessible as doable – serving to individuals get round, journey and meet up.
With 15 buyer relations centres throughout France, Kisio informs and helps travellers and commuters in any respect levels of their journey, managing and designing related mobility techniques to make sure the shopper expertise is clean and seamless.
Herve Racine, Nation Supervisor for Sabio France, Italy and Morocco, mentioned: “This can be a actually thrilling undertaking for Sabio in France.
“Kisio is on the forefront of transport throughout the nation – whether or not or not it’s rail, bus and even bike – and so seamless and memorable buyer experiences are essential to their success as a enterprise.
“Their new Genesys Cloud system, full with Salesforce integration, is step one to them reaching true omni-channel customer support functionality and we’re delighted to be on that journey with them.
“We consider that is the start for a particularly fruitful and collaborative partnership between each organisations.”
Kisio’s mother or father firm is Keolis, a worldwide chief within the shared mobility market and a dedicated companion to public transport authorities around the globe. Keolis is itself a subsidiary of SNCF, France’s largest rail firm.
About Sabio Group
Sabio Group is a worldwide digital buyer expertise (CX) transformation specialist with main operations within the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India.
The Group, which incorporates ‘makepositive’, delivers options and providers that seamlessly mix digital and human interactions to assist excellent buyer experiences.
Via its personal expertise, and that of world-class expertise leaders akin to Amazon Join, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their buyer journeys by making higher selections throughout their a number of contact channels.
The Group works with main manufacturers worldwide, together with Aegon, AXA Help, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil, Essent, GovTech, HomeServe, Saga, Sainsbury’s Argos, Telefónica and Transcom Worldwide.
Go to www.sabiogroup.com