Merchants signs up Sabio to support call centres

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Customer contacts solutions company Merchants has signed up Sabio to support and manage the IT infrastructure underpinning its contact centres in the UK and Ireland.

Under the contract Sabio will also permanently employ members of the Merchants IT support team. "The outsourcing of our IT department will enable us to manage costs more effectively while increasing our technology support capabilities," said Harry Richardson, Chairman, Merchants Limited.

Merchants' existing technology infrastructure includes Avaya Definity ACD, Davox Diallers, Comverse Voice Recording and Open Wave's Workforce Management, as well as business applications such as Siebel and bespoke developments such as Merchants' unique contact centre solution 'iContact'.

Ken Hitchen, Commercial Director, Sabio added: "By outsourcing its core technology infrastructure to Sabio, Merchants will be free to provide high value contact centre services to blue-chip clients all over the world. Sabio has all the additional specialist skills to complement Merchants existing IT department, which has transferred over to Sabio as part of the contract.”

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