ZD Net India, May 20, 2007

Servion Global Solutions, a player in the Customer Interaction Management (CIM) space, announced the launch of scalable CIM solutions for the retail segment. Servion’s CIM offerings for the retail space include Interactive Voice Response and Speech, Computer Telephony Integration, Outbound Interaction Management (telemarketing), Multimedia Notification, Quality Monitoring, and Work Force Optimization solutions. This suite of solutions will enable retailers to provide a differentiated interaction experience to the end consumer resulting in customer retention and increased revenue.

“With the explosion of multi-format retail ventures across India and the transition of unorganized retailing towards the organized sector, footfalls across the various formats are at an all-time high. However, with commoditization and hyper competition, retailers will find it difficult to retain customers and sustain the growth momentum,” comments Shankaran Nair, President – Corporate Strategy, Servion Global Solutions, on the retail scenario in India.

Nair further adds on the impact of CIM solutions on the retail industry, “In a recent survey, as much as 85 percent of respondents said customer service when asked to select reasons for choosing one retailer over another. The winners in the market will be those who can become truly customer centric, flexibly delivering distinctive shopping experiences to meet the new needs of their customers. Servion believes that the war is won or lost at the moment of truth – when the customer contacts the organization.”