Customer experience solutions specialist Sabio Group has acquired Callware, a Spanish provider of workforce optimisation (WFO), unified communications and cloud contact centre solutions, with operations in both Spain and Mexico.
“The acquisition strengthens Sabio Group’s capabilities, establishing it as the largest independent contact centre specialist in Spain,” said the pan-European provider.
The deal, for an undisclosed amount, will also “deliver increased value” to clients across all geographies, said the firm. The acquisition follows Horizon Capital’s original 2016 strategic investment in Sabio, and is part of an ongoing growth 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 - a leading contact centre technology provider - in July 2017, customer insight and contact centre benchmarking expert Bright UK in March 2018, and flexAnswer Solutions, the Singapore-based provider of virtual assistant solutions in December 2018.
Andy Roberts, CEO of the Sabio Group (pictured), said: “Workforce optimisation continues to be a major investment area for organisations looking to differentiate experience through customer engagement. The acquisition of Callware is a smart move as it helps to scale our global WFO activities and establishes Sabio as Verint’s leading partner in Europe.”
He added: “Beyond adding major clients such as Atento, Banco Sabadell, BBVA, Orange and Securitas, this acquisition significantly strengthens Sabio’s ability to offer an increased range of skills to our combined family of clients in Spain.”
Callware's Mexico presense will also enable Sabio to re-inforce its involvement in the Intelligent Communications Alliance (ICA) across Central and South America, by providing its local partner BellTech with specialist WFO and analytics skills, said Roberts.
Sabio uses technology from Avaya, Nuance and Verint to serve clients that include the AA, DHL, HomeServe, Leeds City Council, Saga, Sainsbury’s Argos, Yorkshire Building Society, AXA Assistance, BNP Paribas, Caixabank and Telefónica.
