Servion Global Solutions Limited (Servion), a global provider of business response solutions, today announced that it has bagged an order from E2E SerWiz Solutions Pvt Ltd (SerWizSol) to design and implement Business Response solutions for its Contact Centers at Hyderabad and Pune. The Business Response solution consists of an Interactive Voice Response system and a Work Force Optimization solution.

SerWizSol is a wholly owned subsidiary of TATA Sons Ltd that has been recently set up to exclusively focus on the contact centre and BPO business. It currently has two Contact Centers - One in Pune and another in Hyderabad. These centers have been designed to the international standards and they together offer a capacity of 2200 seats.

"In India customer response through state of the art Contact Centers have been pioneered by the Banks and Telco's. However, we believe that it is only a matter of time before the other verticals are forced to step up their service levels. SerWizSol is therefore positioned to cater to the domestic market for customer response mechanisms," said Mr. Kuruvilla Markose, COO, SerWizSol.

"Deployment of Blue Pumpkin, a workforce optimization solution by Servion would be one of key differentiators in our customer service delivery mechanism as it would help us improve our employee satisfaction, effectiveness, and productivity, which in turn for our clients would improve customer service, loyalty, lifetime value, and profitability, significantly." added Mr. Markose.

"In a country like India, where the language and culture are so diverse, designing systems that cater to a wide cross section of people is extremely crucial. And we believe that our experience in dealing with human factors has enabled us to deliver the system in 9 different languages vis English, Hindi Telugu, Malayalam, Kannada, Gujarati, Marathi, Bengali and Tamil", said Mr. G. Shankaran Nair, Sr. Vice President, Servion Global Solutions.

SerWizSol's Customer Contact Center with multi-channel customer service capability includes Voice based in-bound and out-bound interactions and interactions through E-mail, Chat and Collaborative Web Sessions.