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Customer experience MSP buys French specialist

Cloud customer experience MSP Sabio Group has acquired Coverage Group, the French provider of customer experience and communications technology solutions. The acquisition supports Sabio’s goal of becoming the leading player across the European CX market and will add significant scale to the company’s French operations.

Formed in 2007, Paris-based Coverage Group is an established Genesys Gold, Avaya Edge, Oracle Gold and Broadsoft technology partner. The company has a track record in helping organisations across France to place cloud-based customer experience solutions at the heart of their digital strategy. Converge customers include ENGIE, BEA, EBP, Emil Frey, Homeserve, NutriXo, Optimind, Pierre Fabre, Pierre & Vacances, Sitel and Teleperformance.

Backed by Horizon Capital, the acquisition continues Sabio's growth plan to broaden its solutions portfolio and geographic coverage. To date this has included the acquisitions of Rapport in March 2017, DatapointEurope in July 2017, Bright UK in March 2018, flexAnswer Solutions in December 2018, Callware in January 2019, Team vision in January 2020, and DVELP in March this year.

Sabio Group CEO Jonathan Gale (pictured) says: “This acquisition is a massively important strategic addition for Sabio Group and our customers in a number of ways – it means we have now built a substantial presence and customer base in France, it further strengthens our expertise and our relationship with Genesys and Avaya, and most importantly it brings a fantastic team and set of customers into the Sabio Group.”

He said: “The team at Coverage have done an absolutely fantastic job of helping their customers migrate to the cloud, including the largest deployment of Genesys Pure Cloud in Europe. It’s this type of expertise that will help Sabio build on its position as Europe’s leading full-service provider for customer experience, by adding even more depth to our cloud specific skills and knowledge.”

Coverage Group CEO Julien Jardin said: “With organisations across France increasingly looking to take advantage of the latest public cloud and AI-powered self-service technology, it’s a great time for us to join with Sabio and provide an even stronger proposition.”

“Coverage Group has already played an important role in putting Genesys Cloud to work, deploying our public cloud contact centre platform to help organisations across France provide an exceptional experience to their customers,” said Claudine Cherfan, VP of Genesys France. “As part of Sabio, Coverage Group will be even better placed to support the fast adoption of our cloud CX platform.”

Coverage also provides a communications offering, supporting organisations with voice and data links as well as VPN services carried across secure layer 2 links, all backed by the company’s network operations centre.