Response Application Platform (RAP) is a Multimedia Contact Center platform that links multiple customer access channels and business applications. It is designed for customers with 5 to 250 agent positions and is bundled in server and client components. The RAP suite is an open-architecture and modular platform that allows Contact Centers to choose modules based on the business needs and grows with the organization as their requirements grow.

The RAP platform (besides the RAP Core) consists of 3 sets of applications namely Productivity enhancement, Performance and measurement and Channel applications to cater to the multi-channel environment. These are three applications that Contact Centers across the globe could use to justify investment and look for aggressive ROI.

Servion has launched one product in each of these applications. The products being RAP CTI (Productivity enhancement application), which is an enterprise level CTI engine. RAP Ticker Tape (Performance and monitoring application) which is an out of the box application that helps the agents to monitor their performance on a real time basis across all channels and RAP CHAT (Channel application) which is a robust and feature rich text based Chat interaction engine.

Mr. S.Madhavan, President - Global Practices Organization, Servion Global Solutions Ltd, said, "Response is a critical issue that organizations are grappling with today and consistent response is the key to customer retention and loyalty. RAP, with its ready interfaces to industry standard platforms will address these needs and provide a consistent response to the customer irrespective of the access points."

"The culmination of all our endeavors to translate our experience in the Contact Center industry has resulted in RAP. We believe that a product enhances our value proposition to the customer because of quicker deployment cycles, integration of industry best practices and modularity, that allow customers the flexibility to build infrastructure based on their requirement ", he added.