| Servion's Offerings |  | |
| Self Service solutions (Prepaid and post paid solutions) |
| 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 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. |
Calling card solutions (Interactive Voice Response system) |
| Servion's solutions can be deployed to guide a customer with the help of programmable IVR to enter the card and PIN numbers. The system can determine the current monetary balance and announces the amount available (prepaid card) or announces money spent so far (postpaid card). |
Contact Center solutions |
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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. |
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Contact Point Verification (CPV)
Automated voice-based outbound solutions for your CPV agencies (for postpaid) will enable agents to handle calls only after voice is detected at other end. Accurate tracking of call back is done; 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 screen enables 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 (corporate/ high ARPU) when they call up. Servion's solutions provide customized self-help, route the calls to most appropriate agent, and equip the agent with customer data viz., contact details, products/ services bought by 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 the 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 telecom 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 responds to customer queries by referring to the knowledge repository, if required. |
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Enhanced Self Service
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 wide range of languages with more being added every few months. These applications ensure higher call closures on the 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 is provided for employees and vendors. This provides automated HR policy related queries for employees and vendor order/ payment details to vendors. Agents will be available to address more complex queries as the Help Desk will address the routine and simple ones. Every query is uniquely numbered and tracked till resolution. |
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Multi-channel marketing campaigns
Servion's outbound solutions will enable you to automate your outbound and inbound campaigns and provide pulse-by-pulse status of the campaign progress to do any course correction if required. |
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