RAP™ is a comprehensive software platform that allows customers to access an organization through the channel of their choice (voice, web, fax or mobile). RAP™ is bundled with powerful Computer Telephony Integration functions and provides a holistic view of the call center irrespective of the type of contact or Call Center service requested for. This makes the job of Contact Center agents, much easier, simpler and extremely efficient.

This bundled offering enhances a year old relationship, building solutions on IBM technologies and bringing together an extraordinary combination of global IT experience and deep understanding of customer response systems.

Elaborating on the benefits of this solution for Contact Centers, Mr. Frank Luksic, Country Executive - Software Group & Developer Relations, IBM India said, "Contact Centers today require integrated applications that can offer, voice, e-mail and web-based solutions to their customers. Servion is uniquely positioned to enable Contact Centres to incorporate a unified customer response system. This relationship also brings to the forefront, IBM's commitment to go-to-market with leading Independent Software Vendors (ISVs) in India, to meet the requirements of various customer segments".

"High quality of service is no more a differentiating factor, it is an essential ingredient required to stay in the race. Effective management of customer interaction history and relationships alone will help towards healthy bottom lines", said Mr. M. Rangarajan, President and CMO, Servion Global Solutions Ltd.

"We strongly believe that the new CTI Engine has been built with this specific requirement in mind and we are confident that our partnership with IBM will benefit the customers immensely", he added.