Sabio Group has further expanded its contact centre services portfolio with the acquisition of DVELP, a cloud software product and consultancy company headquartered in London.
Through its own processes and the adoption of technologies from Google and Twilio, DVELP has worked with some of the world’s largest brands, including Marks & Spencer, to deliver industry solutions in customer service automation.
DVELP’s flagship product Airline integrates Google CCAI (contact centre artificial intelligence) and Twilio APIs and enables organisations to rapidly build, test and deploy automated, conversational customer experiences. The AI based technology is designed to help customers reach resolutions quicker and empower agents to focus on more complex tasks.
Sabio Group CEO Jonathan Gale (pictured) said: “CX (customer experience) focussed organisations have more technology choice than ever before. The contact centre and CRM spaces are rapidly evolving through the adoption of emerging technologies such as Google’s CCAI and Twilio Flex.
“Adding this capability and product set to our portfolio allows us to combine our partners' solutions and our own IP to deliver greater flexibility and innovation. We anticipate a significant migration of CX and CC technology to the cloud over the coming years and believe that DVELP will be instrumental in helping Sabio clients benefit.”
DVELP CEO Tom Mullen and his team will joining the Sabio Group. Mullen said: “The CX industry is on the precipice of a customer service revolution. We are confident that being part of the Sabio Group will allow us to reach more clients and guide them through their customer experience transformation.”
Glenn Weinstein, chief customer officer of Twilio, said: "DVELP has long been a valued services partner to Twilio and has played an important role in our growth in the UK and in the development of our contact centre business.
“This acquisition by Sabio underscores the Twilio partner momentum in the contact centre market, and we look forward to continuing to work with the team to help our customers transform customer experience.”
Earlier this year, Sabio acquired Madrid, Spain-based Team vision, an established Genesys Partner that provides a range of CX solutions and services to many of Spain’s leading brands, including Telefonica, Securitas, Axa, Sanitas, El Corte Ingles, Abanca and Linea Directa.
Backed by Horizon Capital, Sabio Group’s acquisitions before that included Rapport in March 2017, DatapointEurope in July 2017, Bright UK in March 2018, flexAnswer Solutions of Singapore in December 2018, and Spain-based Callware in January 2019.
