Case Study: Home Retail Group achieves contact centre transformation with Sabio

Helping to build the Contact Centre of the Future for Home Retail Group

Home Retail Group, the UK’s leading home and general merchandise retailer, needed to overhaul its fragmented contact centre environment as customer contact complexity grew across Argos, Homebase and Habitat. Its legacy Nortel telephony platform was limiting productivity, and the business wanted a more integrated, flexible “Contact Centre of the Future” to improve customer recognition, support self-service, and better handle rising resolution demand. Sabio was selected as the technology partner, bringing together solutions from Avaya, Verint, Nuance and Conversocial.

Sabio implemented a phased, next-generation contact centre platform built around Avaya Aura Communication Manager, SIP trunking, natural language IVR self-service, Verint Workforce Optimisation, proactive outbound tools, and social customer service capabilities. The program is designed to unlock incremental savings over five years, support 1,700 staff across five contact centre sites, improve first-time resolution, and deliver a more flexible workforce model; Home Retail Group also reported benefits such as reduced transfers, better scheduling, and stronger customer self-service and support.

Home Retail Group

Paul Downham

Head of Operations