There were times when brands used to communicate with its customers, partners and employees only through personal interactions, today with the rise of the web and social networks above email and phones the entire communication landscape has changed completely. Businesses invest millions of dollars in creating a brand. However, somewhere along the way, the brand promise is not delivered to consumers at the key touch points as it is not perfectly aligned with the contact management strategy. Sensing the lacuna and inability of organizations, to communicate its brand value, Servion Global Solutions, offers cutting edge Customer Interaction Management (CIM) solutions and applications for Contact Centers, enhancing customer the experience of interactions via the phone, internet, email, chat and social media.
Articulating on the importance of customer experience management, Abhijit Banerjee, Vice President and Region Head - APAC says, “‘Customer Experience. By Design’ is the only way to achieve excellent and consistent service delivery goals. The Secret lies in tailor making customer experience on the basis of a brand’s promise to its consumers. Thereafter comes the technology, the ability to interface the CIM platform with the back-end CRM and so on.”
Servion with its Asia Pacific regional headquarters in Singapore is a front-runner in the field of Customer Interaction Management. It has been relentlessly working towards enabling and empowering large consumers facing brands from banking, financial services, telecom, airlines, and other sectors with their Contact Optimization strategies for the past 12 years across multiple countries in the region.
Servion with its consultative-led approach and proven combination of deep contact optimization experience, business acumen and broad Contact Center technology knowledge, offers solutions across eight segments of the CIM industry (technology consulting, Contact Center intelligence and reports, agent productivity, outbound interaction management, self-service, workforce management, quality monitoring, and customer behavior analytics).
Servion surges ahead of competition by looking at customer interactions holistically and by having designed more than 1,000 CIM solutions to help global customers deliver their brand promise.“This we believe is what differentiates us and our engagement from other players in the industry worldwide”, says Abhijit Banerjee. The company engages with organizations to help them uncover the hidden opportunities across their customer touch points, and utilizes CIM Blueprint approach to identify gaps in the organization’s customer experience strategy.
The Way Forward
Truly committed to enabling companies to fulfill their brand promise, Servion has become a trusted aide for driving technology to mark a significant change in today’s customer service landscape. ServIntuit and ServInsights are few of its homegrown platforms that have been designed to revamp the way brands interact with their potential customers.
Determined to construct a bridge to adjoin customers’ expectation and its brand, Servion continues to partner with businesses having strong domain expertise to strengthen areas like workforce management and customer behavior analytics. Moving ahead, the company plans to expand and increase its workforce globally and at the same time reinforce its global positioning with its CIM solutions.