| Servion's Offerings |  | |
| Self Service solutions (Phone and Internet banking) |
| Servion designs, develops, and implements customer Self Service solutions across multiple channels viz., voice and Web. The goal is to enhance employee productivity by effectively enabling customers to use self-help for information such as billing details, payments, value-added services, promotional offers, and payment centers. Servion's customer Self Service solutions provide caller authentication and instantaneously adapt to caller preference and present the most relevant Self Service option. This builds customer trust in the use of Self Service applications. |
Collection services |
| Servion's outbound solutions provide an effective blend of online (voice) and off-line (e-mail, SMS) outbound communication to your customers and minimize delinquency levels of your customer base. You are provided the option to choose the customer's most preferred channel to follow up on collection, enhancing employee productivity. |
Contact Center solutions |
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Contact Point Verification (CPV)
Automated voice-based outbound solutions for your CPV agencies will enable the agents to handle calls only after voice is detected at the other end. Accurate tracking of call back is done and the outbound call is placed automatically and transferred to an agent based on the rules configured by you. Along with contact details, a dynamic questionnaire on the agent desktop will enable the agent to administer the questions to all positive contacts. This is made available to the agents when the call is transferred to them, enhancing the productivity of the CPV agency. |
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Customer service/ support
Servion's solutions help you to automatically identify your priority customers when they call up. Servion's solutions provide customized self-help, route calls to the most appropriate agent, and equip the agent with customer data viz., contact details, products/ services bought by the customer, interaction history, and status of complaints/ queries pending resolution. This key functionality is provided as a shrink-wrapped solution riding on MS CRM or Talisma. |
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Cross sell/ Up sell
Servion's solutions help you to transform your Contact Center into a profit center by enabling your agents to cross sell and up sell. Servion's product configurator will guide the agent from the desktop to position right set of products based on customer requirements. The agent is relieved from the burden of having to remember the attributes/ benefits of a wide range of finance products and the possibility of making a wrong pitch is completely eliminated. The powerful Knowledge Management capability of Servion's solutions ensures that the agent will respond to customer queries by referring to the knowledge repository, if required. |
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Speaker verification and Speech recognition
Servion has developed solutions using MS Speech and Nuance to identify the caller based on voice. After positive identification the caller can 'talk' to the Self Service application to either transact or retrieve information. While speaker verification is language neutral, the Speech application is available in a range of languages with more being added every month. These applications ensure higher call closures at IVR and improve the overall efficiency of the Call Center. |
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Help Desk
A multi-channel (e-mail, voice) based Help Desk for your employees and vendors to provide automated responses regarding HR policy related queries, vendor order/ payment details will enhance the productivity of your employees. They will be available to address more complex queries as the Help Desk will address the routine and simple ones. Every query will be uniquely numbered and tracked till resolution. | | |
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