Sabio Leads Essent’s Cloud Migration to Enhance CX

Sabio has announced a cloud migration project with Essent N.V., the largest energy provider in the Netherlands.

Building on Sabio’s previous successful implementation of a cloud contact centre for Essent’s subsidiary, Volta NXT, this migration will involve over 1,100 contact centre agents and 1,300 unified communications users.

Michiel Kouijzer, SAFe Product Manager for Customer Interaction, Omnichannel and Digital Transformation at Essent, said: “Following the impressive results achieved by our subsidiary, Volta NXT, we recognized the potential benefits of a similar migration for our main contact centre operations.

“As the Netherlands’ leading energy provider, we need a robust, scalable solution that can evolve with our customers’ needs. Sabio’s proven track record with both Avaya and Genesys technologies makes them the ideal partner to guide us through this transition whilst ensuring zero disruption to our customer service.”

In addition to the migration, Essent has extended its partnership with Sabio for ongoing services, including contact centre monitoring and performance management.

A significant benefit of this migration is the consolidation of Essent’s various solutions into a unified live channel management system, aiming to streamline customer interactions across the company.

Serving 2.5 million customers across the Netherlands and Belgium, Essent is focused on providing sustainable energy solutions and improving customer experience.

The project is expected to introduce advanced AI capabilities and offer agents enhanced tools to deliver more personalized service, further strengthening Sabio’s presence in the Benelux energy sector.

Wouter Bakker, Country Manager for Sabio Benelux, said: “This project with Essent perfectly showcases Sabio’s unique position in the contact centre technology landscape.

Our expertise spans multiple platforms and this knowledge and capability enables us to provide Essent with a seamless migration path.

We’re not just moving Essent to the cloud; we’re establishing a foundation for continuous improvement in their customer experience delivery.”

For more information about Sabio - visit the Sabio Website

About Sabio

Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India. Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.

Find out more about Sabio

Author: Hannah Swankie
Reviewed by: Jo Robinson