Sabio has won a contract to implement a customer contact centre infrastructure for Eurostar.

The contact centre specialist will apply Avaya Aura SIP-based technology platform that will allow the high speed rail service operator to integrate its call centre activities in London and Ashford.

Eurostar has nine million passengers a year and receives an average 1.2 million calls per annum. It also receives 85,000 customer interactions via e-mail and letter. The solution will support its current and anticipated future call volumes, and provide the flexibility to respond to heightened customer service demands at peak times or during periods of disruption.

The solution allows Eurostar's service staff to answer calls at both its Ashford or Central London sites, with the ability to switch traffic to either location as part of the company's broader disaster recovery plan.

Richard Thomas, Eurostar's chief technology officer said: “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.

"Signing a long-term support contract with Sabio should ensure that the Eurostar customer experience team can rely on a best practice contact centre infrastructure to support our service operation."

Source: Call Centre Focus: http://www.callcentre.co.uk/ccf-news-content/full/sabio-wins-eurostar-contract