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TMCnet, June 28, 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.
About Servion
Servion Global Solutions is a fast-growing company that specializes in
Customer Interaction Management (CIM) solutions. With more than 400 customers
and over 1000 installations spread across 41 countries, Servion's products and
solutions handle more than 500 million voice/fax/ACD/Web/e-mail interactions
per month.
Servion takes a consulting-led approach to optimize customer interaction for
its clients. Servion offers solutions across eight segments of the CIM
industry (technology consulting, Contact Center intelligence and reports,
agent productivity, outbound interaction management, self service, workforce
management, quality monitoring, and process management) to a wide range of
verticals such as banking and finance, telecommunications, business process
outsourcing, transportation, retail, and hospitality.
These CIM solutions are delivered through Servion's Consulting and Engineering
arms using five different services – application maintenance, custom
development, product development, systems integration, and research and
development.
For more information, visit www.servion.com.
About Cisco
Cisco, (NASDAQ: CSCO), is the worldwide leader in networking that transforms
how people connect, communicate and collaborate. Information about Cisco can
be found at http://www.cisco.com. For ongoing news, please go to
http//newsroom.cisco.com. |
