| Servion's Role |  | |
| Some of the key customer interaction challenges institutions in this domain face are: |
| • | Availability of Information
Governments are moving to a situation where information is made available to where the customer is and through her/ his choice of channel. The challenge here is to identify the right choice of channel and technology appropriate to the requirement. Servion's solutions integrate with back-end applications to provide information to customers through various channels such as voice, Web, or e-mail. |
| • | Enabling Remote Transaction
Increasingly, customers are being offered the option of doing routine things such as filing of tax returns and payments of statutory dues from their homes and offices. The system deployed by Servion's solutions along with your back-end applications can be deployed to enable tax payers to pay income tax returns, avail of general information, find out filing status, goods and services tax information, property tax information, and fax express system. |
| • | Managing Information
Citizens and businesses interact with their governments to get information. Government bodies face the challenge of making this information available to them in simple, easy to use ways. Servion provides Self Service applications and the choice of Self Service channels to present information on a real-time basis. |
| • | Managing Workforce
Today, it is far more efficient from the point of view of the economy to automate as much of customer interaction as is possible and reduce workforce. Servion's solutions can help you do just this by providing multi channel Self Service applications that integrate seamlessly with your back-end applications. |
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Information made available in real-time
A government required its reservists to notify them every time they left their country – a process that required form filling and submission on the part of the reservist, and the challenge of making this information available real time when required. A Contact Center with a Self Service application both voice and Web today enables this process in a quick and simple manner. Integration to the host application provides real-time information on status of the reservists seamlessly. |
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Efficienct information with voice-based Self Service application
A state-owned railway service faced the challenge of providing routine train accommodation availability and ticket enquiry to its customers. Clogged telephone lines, irate customers, and long lines at information counters were the norm. A voice-based Self Service application integrated with the backend data layer has solved all these issues overnight.
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