| Servion's Role |  | |
| Some of the key customer interaction challenges institutions in this domain face are: |
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Recognition of the Customer on Contact
Servion's solutions along with your back-end applications help you recognize your customer when she/ he contacts your center. |
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Capture and Presentation of Customer History
Servion's solutions along with your back-end applications such as billing solutions capture and present all customer history such as the customer's past interactions with the Contact Center and revenue generated from this customer to the agent the minute the call comes through. This information is available across the different products and services that the customer has used and is delivered in real time to the agent. This ensures great customer experience in the shortest time possible. |
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Service Customized to Customer Preferences
Our solutions seamlessly integrate with your back-end applications and enable you to deliver differentiated service appropriate to each individual customer. Real-time suggestions appear on the agent's screen prompting the agent to interact with the customer in a specific way according to customer preference. |
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Maximize Interaction Value
There is an opportunity to cross sell/ up sell every time the customer interacts with you. With Servion's solutions, prompting in the form of a questionnaire or other such scripts is provided to the agent to maximize the value of the interaction. |
| Servion brings in a deep understanding of the challenges facing this industry through sheer experience. We have worked with trans-national institutions across the globe as consultants, as a vendor of customer interaction management products, customized software, and services, and as a system integrator. This qualifies us to offer you quick, efficient service with great ROI wherever you may be located. |
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Modification of the IVR call flow following analysis
Our 'Voice of Customer' surveys during the course of consulting assignments showed us that customers were unhappy with phone Self Service applications despite their high reliance on the channel. Analysis of customer behavior and a modification of the IVR call flow yielded immediate results in terms of 11% increase in call completion on the IVR. |
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Dramatic increase in call completion with CTI application
Inappropriate services were being offered to customers. High net worth customers were forced to wait in queues or to deal with Self Service applications when they wanted to speak to a live agent. The introduction of a CTI application reduced time spent on these calls by the customer by offering most frequently sought information on the IVR and a direct routing to a live agent - resulting in a dramatic increase in call completion on the IVR as well as customer satisfaction. |
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Design and system integration
A customer required a local language interface built on a leading Contact Center solution platform. Our project engineers designed and delivered this solution and integrated it to the platform that was in use.
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