Callware Acquisition Increases Sabio WFO Capabilities
Sabio extends Workforce Optimisation capabilities
The Sabio Group shared news of their acquisition of Spain’s leading Workforce Optimisation solution, Callware, in January. Founded in 2001, Callware is responsible for some of the most popular unified communications, cloud contact centre, and WFO solutions in Mexico and Spain. The acquisition will provide Sabio Group with a stronger strategy for complete communication support and establish them as the largest independent specialist for contact centre solutions in Spain.
Sabio is well-known for their ability to deliver seamless communication and collaboration solutions to the contact centre environment, designed to enhance customer experience. The decision to bring Callware into the Sabio Group will define Sabio is the ultimate independent provider of Workforce Optimisation solutions, business consultancy, and more in Spain. With a focus on Speech analytics, customer experience, and WFO, Sabio will be able to deliver higher value to clients in a variety of spaces.
The Strategy for Ongoing Growth
Sabio’s most recent acquisition follows from the 2016 strategic investment by Horizon Capital, and its part of the group’s ongoing strategy to broaden their solutions portfolio and expand geographic coverage. Currently, the development strategy has included an acquisition of the SaaS solutions provider Rapport in 2017, and DatapointEurope in July 2017 – one of Europe’s leading contact centre technology providers. Additionally, in March 2018, Sabio purchased benchmarking professionals, BrightUK, and FlexAnswer – a Singapore-based virtual assistant solutions provider.
Andy Roberts, CEO of Sabio, the company knows how important it is to keep staff engaged and productive. Workforce Optimisation solutions help businesses to deliver more efficient and effective customer experiences, which is why WFO is such a valuable investment area for those looking to differentiate through CX. The acquisition of Callware is a useful step forward for Sabio Group, as it should help them to establish themselves as the leading Verint partner in Europe.
A Strong Move for Sabio
Roberts suggested that as well as adding major clients to their list like Banco Sabadell, Orange, and Atento, the Callware purchase also means that Sabio can offer a broader range of services to clients in Spain. Callware also has a significant presence in Mexico, which means that Sabio will be able to reaffirm their connection with the Intelligent Communications Alliance in South and Central America, by providing local partners like BellTech with specialist skills and services.
According to Callware CEO, Santiago Martinez, Callware will bring a track record of impressive Workforce Optimisation into the Sabio Group, backed by speech analytics and business transformation technology. Joining Sabio will also allow Callware to expand on their own strategic proposition, and leverage a growing customer experience portfolio, complete with virtual assistant and voice-of-customer solutions.