Powering Connections: Essent and Sabio Group Engineer Cloud Migration to Energise Customer Experience
Sabio Group, the digital customer experience (CX) transformation specialist and expert services partner, today announced a significant new cloud migration project with Essent N.V., the Netherlands’ largest energy provider.
The partnership will see Essent embark on its transition to enhance its contact centre capabilities whilst maintaining its commitment to delivering exceptional customer service.
The strategic migration follows Sabio’s successful implementation of a cloud contact centre for Volta NXT, an Essent subsidiary, and represents a natural evolution in Essent’s digital transformation journey. With over 1,100 contact centre agents and 1,300 unified communications users, this large-scale migration demonstrates Essent’s confidence in Sabio’s technical expertise and cloud migration knowledge.
Beyond the initial migration, Essent has renewed ongoing expert services from Sabio, including contact centre monitoring and performance as part of a comprehensive managed service agreement. This will ensure the continuous optimisation and proactive maintenance of Essent’s contact centre operations.
A key strategic benefit of this migration will be the consolidation of different solutions within the Essent Group into a single live channel management solution. This unified approach will enable the Essent Group to take the next step in providing an optimal experience cross-company, ensuring seamless customer journeys regardless of which part of the organisation they are interacting with.
Michiel Kouijzer, SAFe Product Manager for Customer Interaction, Omnichannel and Digital Transformation at Essent, said:
“Following the impressive results achieved by our subsidiary, Volta NXT, we recognised the potential benefits of a similar migration for our main contact centre operations.
“As the Netherlands’ leading energy provider, we need a robust, scalable solution that can evolve with our customers’ needs. Sabio’s proven track record with both Avaya and Genesys technologies makes them the ideal partner to guide us through this transition whilst ensuring zero disruption to our customer service.”
Essent, which serves 2.5 million customers across the Netherlands and Belgium, has built its reputation on powering both private and business markets whilst strengthening its environmental credentials through green energy initiatives and innovative energy-efficient solutions.
Wouter Bakker, Country Manager for Sabio Benelux, said:
“This project with Essent perfectly showcases Sabio’s unique position in the contact centre technology landscape.
“Our expertise spans multiple platforms and this knowledge and capability enables us to provide Essent with a seamless migration path.
“The expert services we bring to Essent in this project — migration, monitoring, and ongoing support — form a comprehensive package that goes beyond standard implementation. We will provide real-time oversight of contact centre performance, while ensuring continuous optimisation based on customer and agent feedback.
“We’re not just moving Essent to the cloud; we’re establishing a foundation for continuous improvement in their customer experience delivery.”
The migration project is expected to enhance Essent’s contact centre flexibility, introduce advanced AI capabilities, and provide agents with improved tools to deliver personalised customer service.
This contract represents a significant expansion of Sabio’s footprint in the Benelux energy sector and further solidifies their position as a leading CX transformation partner for utility companies across Europe.
Sabio Group is a global digital experience transformation services specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India.
The Group delivers solutions and services that seamlessly combine digital and human interactions to support brilliant customer & employee experiences (CX & EX).
Through its own technology, and that of world-class technology leaders such as Amazon, Avaya, Genesys, Google, Microsoft, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group specialises in contact centre, AI, CRM and data insight technologies and works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica and Transcom Worldwide.
For additional information on the Sabio Group view their Company Profile
