Customer contact technology specialist Sabio has acquired Rapport, a specialist UK provider of SaaS customer experience analysis solutions for contact centres.
Rapport’s SaaS software and analysis services offers contact centres rapid insight into potential performance and process bottlenecks that lead to a poor customer experience and lower conversion rates.
The takeover heralds an important first step in Sabio’s acquisition strategy, as it looks to strengthen its customer engagement proposition with ‘adjacent’ technologies and solutions.
“Adding Rapport to our portfolio will help Sabio to unlock further value for our customers, while contributing directly to improvements in operational performance as well as lower Customer Effort scores,” said Sabio’s CEO Andy Roberts (pictured).
Rapport’s contact centre experience analysis skills and tools will give Sabio’s customers an objective external view on customer experience. Damage to brand experience should be minimised, as repeat calls, failure demand, incorrect messages and out-of-hours contacts will be flagged-up and eliminated.
Many of the UK’s largest organisations – including British Gas, Legal and General, Thames Water and BBC TV Licensing – are already using Rapport’s SaaS software and analysis capabilities.
The specialist SaaS-based Dashboard & DataStore reporting tool offers the only available measure of customer effort updated daily and, because the solution extracts call information before interactions hit the contact centre, there’s no requirement for complex integration with IT or customer engagement systems.
The acquisition follows Lyceum Capital’s recent strategic investment in Sabio, and is part of an ongoing plan to drive double digit growth.