Sabio extends workforce optimisation depth with Callware buy

Sabio strikes its fifth acquisition in two years as it extends both technological depth and its geographical footprint

 The consolidation trend in the channel continues to be a feature of January with Sabio the latest to make an acquisition, picking up workforce player Callware.

The addition of the Callware expertise will underline Sabio as a leading position in the workforce optimisation and business consultancy market.

Callware is based in Spain and has a decent market share in that market as well as Mexico and the plan is to ake advantage of the tecnology across all geographies.

“At Sabio we know that engaged staff and effective workforce optimisation processes are essential in enabling businesses to deliver brilliant customer experiences,” commented Andy Roberts, 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 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.

This acquisition is the fifth acquisition Sabio has made since it got the backing of Horizon Capital in 2016. Deals stuck since then have included SaaS solutions provider Rapport in March 2017, contact centre player DatapointEurope in July 2017, customer insight and contact centre benchmarking firm Bright UK in March last year, and flexAnswer Solutions, the Singapore-based provider of Virtual Assistant solutions last month.

“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,” added Roberts. “Callware is also established in Mexico which enables us to re-inforce our involvement in the Intelligent Communications Alliance across Central and South America, by providing our local partner BellTech with specialist WFO and Analytics skills.”

Santiago Martinez, Callware’s CEO, said that the tie-up would create a more compelling offering: “Joining Sabio also gives Callware a strong platform to extend our business transformation proposition and leverage Sabio’s growing customer experience portfolio, including Voice Of the Customer and Virtual Assistant Solutions, to address key digital transformation challenges.”

Read more on Business Intelligence Tools and Services