Servion has developed a model to map and optimize customer interaction – Contact Optimization Model. This model helps analyze, define, and optimize the customer interaction / contact and helps offer a differentiated customer experience. This is a consultative approach and generates an in-depth analysis that can help organizations assess if they are indeed optimizing contact at each level or stage.

Self-service solutions such as general enquiries, online billing information systems, and speech-based systems enable organizations to provide customers 24x7 access to information. Some of the facilities that can be configured are general information, help desk, teletax (income and service tax), citizen’s complaint/information cell, passport status and visa processing track, retirement information, abuse hotline, department of motor vehicles information, contractors board, department of transportation information, market surveys, address locator, and more.

To handle each contact effectively, organizations are seeking availability of updated information, quick retrieval time and above all, a more proactive and responsive approach to interaction handling. Given these requirements, Servion has developed a complete solution that will support multiple communication channels over multiple sites leading to greater customer satisfaction, improved agent efficiency, and a stronger bottom line.

Labor costs are the largest expense of a Contact Center. As a result, it is essential for organizations to increase talk time and decrease time spent on unproductive activities. The automated progressive dialing solution boosts customer interaction capacity and marketing effectiveness. Some of the applications of the dialer include information and alerts and announcement of new schemes.

This intelligent integration of the computer and telephone helps enhance customer experience, increase agent productivity, and improve bottom line. Features of CTI include screen pop (a display of the caller's history, passport details, and id information that ‘pops’ up on screen before the agent answers the call), customized report generation (over 50 customizable report templates), call and screen transfer for better customer handling (with facility to add notes), life cycle call tracking, intelligent call transfer (skill-based transfer – government programs, complaint registration, marketing survey), and inbuilt soft phone.

Customer interaction executives are the key to successful customer relationships. Performance effectiveness of these executives directly impacts all aspects of enterprise performance. Workforce Management solutions enable organizations to optimize this critical and costly workforce. By deploying Workforce Management solutions, organizations can reap the following benefits – flexible and efficient staffing, easier data collection, efficient schedule administration, better workload forecast, and better real-time tracking and viewing.

The service provider is a state agency, provides retirement benefits, long-term disability benefits, and other benefits to employees of the state, counties, municipalities, universities and community colleges, school districts, and other political entities. With 15,000 and 17,000 inbound calls a month, the agency’s main concerns were centered on enhancing customer and employee satisfaction and improving service levels. Servion Global Solutions designed and deployed a comprehensive self-service solution – an Interactive Voice Response (IVR) system – to help the agency handle the large number of incoming calls it faced during peak hours. Today, a large number of calls are completed on the IVR itself. Servion also implemented a CTI solution to improve agent productivity. Agents now identify customers and receive customer information due to the screen pops that accompany the calls. Customers are now provided round-the-clock service.