The risk of taking a decision without a structured approach results in either overinvestment, or poor customer experience.
Specialists in the CIM domain
We are the ONLY organization focused on CIM consulting with the ability to deliver assignments to you around the world.
We have performed contact optimization work for 600+ customers in more than 60 countries around the world. Our solutions handle more than 7 billion interactions / year.
Comprehensive, holistic approach
Servion's holistic approach to defining contact management strategy involves all key stakeholders across the organization. Our focus is broader and our assessments, analyses, and recommendations also include equal consideration of all three primary enablers of contact – people, process and technology.
As a result, you receive a much more comprehensive and objective set of recommendations; which include a business design, technology design, an implementation schedule and a road map for the foreseeable future. And, these are backed up by quantified impact assessments across cost and customer experience.
Maximum utilization of available resources
One of the keys to driving shareholder value is to improve the ROI of your Contact Center technology components. And, one way to do that is to extend the useful life of those assets. In many cases, platform life can be extended by augmenting existing capabilities by surrounding it with newer supporting technology that enables new applications.
So, our first objective is always to determine if what you already have can be upgraded, used differently or more effectively, or can be augmented with other technology to extend its useful life – before we recommend replacement.
Powerful, proven methodologies and tools
Over the course of many years, and through our work with many other clients, we have developed methodologies and tools to help us quickly and accurately identify pain points on your side.
As a result, you benefit from engagements that require less calendar time, manpower, and engagement costs.