Bromford Housing has chosen Sabio Group to deliver a new cloud communications platform to reshape how the housing provider serves its 110,000 customers across 46,000 homes.
Sabio will implement a new customer-service centre (CSC) system for more than 300 agents, integrating AI capabilities with Bromford’s existing Microsoft Dynamics 365 infrastructure.
The Sabio system will replace many of Bromford’s legacy systems with a unified omni-channel platform spanning voice, webchat, email and WhatsApp.
The deployment includes Genesys AI Copilot for intelligent assistance for Bromford’s agents, alongside Sabio’s proprietary technologies such as Mission Control for deployment and optimisation and GCDEC for data integration.
Colin Goodbody, head of customer operations, Bromford Housing Group, said, “We’re not simply upgrading our systems, we’re transforming how we connect with every person we serve.
“The combination of AI-powered automation, workforce optimisation tools and seamless integration with our core systems will allow us to be more responsive, more proactive and more personal in our service delivery.”
The Sabio implementation will also be extended across the housing provider’s income management, lettings, repairs and field-service teams.
Daniel Seaborne, UK managing director, Sabio Group, said, “For over 25 years, we’ve focused exclusively on CX. What sets this project apart is our ability to combine Genesys Cloud technology with deep Dynamics integration expertise, our proprietary IP and a proven methodology for driving adoption and business value.”
