Organisation Profile :

Servion Global Solutions is a fast-growing company that specializes in Customer Interaction Management (CIM) solutions. With more than 400 customers and over 1000 installations spread across 41 countries, Servion’s products and solutions handle more than 500 million voice/fax/ACD/Web/e-mail interactions per month.

Servion takes a consulting-led approach to optimize customer interaction for its clients. Servion 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 process management) to a wide range of verticals such as banking and finance, telecommunications, business process outsourcing, transportation, retail, and hospitality.

These CIM solutions are delivered through Servion’s Consulting and Engineering arms using five different services - application maintenance, custom development, product development, systems integration, and research and development.

Individual Company Turnover (In Rs. Crores): INR 80 Crores

Product Information:

		A Call Center management solution providing CTI functionalities and reporting integrated with PBXs, IVRs and CRMs
		A Call Center queue management solution offering callers waiting in queue, a convenient time of their choice, when the agents will contact to attend to their query. It is possible to set a Web Callback also.
		An outbound campaign manager, for voice, SMS, and e-mail. Uses Dialogic boards for a hard dialer and CTI plug for screen pop and soft phone.
		A Multi-channel (voice, chat, e-mail, and SMS) inbound Contact Center solution providing enhanced business data based routing and reporting
		A powerful Contact Center real time and historical reporting tool across channels. It provides hourly, daily, weekly, and monthly reports of all elements of the Contact Center
		An Avaya CMS specific product, which integrates with Avaya ECHI and provides call by call detailed reports. It has inbuilt report designer and viewer.
		An interactive question and answer guided tool for agents. Agents are prompted with questions and the corresponding answers.
		A voice logger solution offering client side recording with features like recording on demand and business data tagging
		A high load version of RAP CTI specifically built for the high end market providing pure CTI functionalities for 10,000+ agents across sites
		Allows callers to participate in an automated survey on self-service platforms; capable of capturing caller experience upon interaction
		TPIN server provides generation, printing, and authentication features of TPINs for customers on self-service platforms. It uses Triple DES algorithm.
		The Complaint Management System (CMS) is the utility to log customer complaints, track & assign, and resolve. Complaints can be logged by individuals, self-service platforms or by agents.

Main Area of Business:

Contact Center Technology, Consulting