DX to upgrade customer communications platform

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UK-based logistics and parcel distribution business DX Group has selected customer-contact technology provider Sabio to improve its customer communications platform by using a hosted, cloud-based service.

The announcement is part of DX’s ongoing ‘OneDX’ strategy to bring the logistics company’s operations together onto a single enhanced operating platform. Switching to a hosted Sabio OnDemand solution will enable DX to retire over 80 separate telephony systems located at operational service centers and offices around the UK.

Mike Sturrock, chief information officer for DX, said, “With our OneDX strategy we’re committed to using the latest technologies throughout our business, and we wanted our new communications platform to not only improve the overall DX customer experience but also secure market advantage.

“Having narrowed our technology choice down to an Avaya-based solution, we assessed the leading Avaya Connect Platinum Partners in detail and quickly chose Sabio as our trusted contact technology partner. Key factors behind our decision were Sabio’s proven Avaya expertise, a competitive overall cost, and the company’s clear ability to deliver a comprehensive managed service approach. We knew we could rely on Sabio to help us take our customer engagement to the next level.”

DX’s 250 contact center agents will benefit from improved customer interaction capabilities across voice, email, live chat and social media, while an integrated automated speech capability will give DX customers much greater self-service functionality. The Sabio solution will also support some 1,500 back office users across the company’s operations.

Ken Hitchen, founding director, Sabio, said, “With DX looking for next-generation technology backed by best-practice managed service capabilities, we’re delighted that the firm has demonstrated its confidence in Sabio by choosing Sabio OnDemand for its customer engagement program.

“With DX we’ve clearly demonstrated how our hosted Avaya solution can deliver the kind of rich multi-channel contact center functionality that major organizations such as DX increasingly demand.”

April 12, 2016

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Helen has worked for UKi Media & Events for nearly a decade. She joined the company as assistant editor on Passenger Terminal World and since progressed to become editor of five publications, covering everything from aviation, logistics and e-commerce to meteorology. She has a love for travel and property and has redeveloped three houses in three years. When she’s not editing magazines, she’s running around after her two boys and their partner in crime, Pete the pug.

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