Case Study: VoiceAbility achieves a unified voice and CRM experience with Sabio and Amazon Connect

VoiceAbility approached Sabio Group to explore and provide estimates for implementing both Experience Cloud and Service Cloud Voice, including Amazon Connect

VoiceAbility, a UK-based voice and rights charity, worked with Sabio to modernize its legacy cloud telephony environment. The charity needed a more flexible, detailed, and secure way to manage voice alongside chat within Salesforce, and wanted a single platform with features such as SSO, high availability, and better visibility into client calls. Sabio also explored and estimated the implementation of Experience Cloud and Service Cloud Voice, including Amazon Connect.

Sabio implemented a 13-week Service Cloud Voice solution with Amazon Connect, using voicemail routing, transcription, call recording, callback queue management, sentiment analysis, and custom routing and reporting within Salesforce. The result was a more unified and efficient digital telephony experience, delivering a 5% uplift in service delivery, a 20-second reduction in average handling time, a single system for voice, chat and voicemail, 50% reduction in staff turnover, and no downtime or outages in six months.

VoiceAbility