TelecomLive.com, June 26, 2007

Servion Global Solutions, a specialist in the Customer Interaction Management (CIM) space, and Cisco, a global leader in convergence products and technologies, today inked a strategic agreement to jointly deliver Internet Protocol (IP) based Unified Communications solutions to enterprises globally. As a pre-requisite to this strategic relationship, Servion has achieved in quick time, accreditation as a Cisco Advanced Technology Partner (ATP), a certification that demonstrates its deep expertise in Unified Contact Center solutions (UCCE). Servion's expertise in the CIM domain coupled with Cisco's success in enterprise telephony will deliver smart Unified Communications solutions to organizations.

"With this agreement, we intend to transform consumer experience through consultative engagements and deep understanding of the customer and technology. Cisco's cutting edge technologies combined with Servion's expertise in the CIM domain will help organizations integrate, optimize, and simplify existing and future investments in CIM technologies by breaking physical boundaries, resulting in seamless communication, improved productivity, and enhanced customer experience," comments, Madhavan S., Executive Director, Servion Global Solutions.

In today's extended enterprise, information needs to be managed in a variety of compelling ways to encourage customer interaction management across the enterprise, internally and externally. To enhance user experience, increase overall customer satisfaction, and optimize revenue per contact, an integrated and intelligent communication infrastructure is a pre-requisite. An IP backbone that integrates Contact Centers, optimizes contact management, and simplifies interactions on a Unified Communications platform would provide a powerful solution. This will result in management of the complete customer life cycle across multiple inbound and outbound contact channels, multiple sites, and self-service systems while blending customer contacts and responses with business processes.

"Servion's established presence and domain expertise as an end-to-end CIM solutions provider will complement Cisco's technology leadership and market presence in delivering intelligent and flexible Unified Communications for Contact Centers. Servion and Cisco will jointly address the Internet Protocol based Contact Center solutions market that merges IP telephony technology, intelligent contact management technology, and legacy Contact Center applications into a Unified Communications platform to deliver personalized and superior customer service." says Avinash Purwar, Vice President – Channels, India and SAARC, Cisco.