Sabio's workforce optimisation (WFO) proposition and geographic reach have been extended with the acquisition of Spain-based Callware. The company specialises in WFO, speech analytics, UC, cloud contact centre solutions and also has a base in Mexico.
“We know that engaged staff and effective workforce optimisation processes are essential in enabling businesses to deliver brilliant customer experiences,” said Andy Roberts (pictured), CEO of the Sabio Group.
“Workforce Optimisation continues to be a major investment area for organisations looking to differentiate experience through customer engagement.
"The acquisition is a smart move as it helps to scale our global WFO activities and establishes Sabio as Verint’s leading partner in Europe.”
Santiago Martinez, Callware’s CEO, added: “Joining Sabio gives Callware a strong platform to extend our business transformation proposition and leverage Sabio’s customer experience portfolio, including Voice Of the Customer and Virtual Assistant Solutions, to address key digital transformation challenges.”
The acquisition follows Horizon Capital’s 2016 investment in Sabio and forms part of a plan to broaden the company’s solutions portfolio and geographic coverage.
To date this has included the acquisitions of SaaS solutions provider Rapport in March 2017, DatapointEurope in July 2017, Bright UK in March 2018, and flexAnswer Solutions in December 2018.