Yorkshire Building Society has brought in contact centre specialist Sabio to manage and help improve core customer communications platforms.
Under a five-year agreement Sabio will deliver comprehensive support for Yorkshire's mission-critical customer service technologies. It will also provide the "reassurance of predictable ongoing costs for the duration of the contract", said Yorkshire Building Society.
Technologies covered will include the building society’s core Avaya Aura communications platform, and Avaya Proactive Contact, Verint Impact 360 Workforce Optimisation and Nuance IVR voice recognition software systems.
Stephen Mulley, who leads telephony infrastructure across the building society group, said: "As our customer service technologies become more complex, it makes sense for us to work with a best practice contact centre specialist, that is accountable for the technical performance of our customer service infrastructure."
The deal includes Sabio hiring and managing key staff to help run Yorkshire Building Society's core customer contact infrastructure. The value of the contract has not been disclosed.