Customer Interaction Management solutions for optimizing contact

DID YOU KNOW?

The key benefits of CTI are

Improved customer service- To streamline call handling processes that may begin in an automated interaction via speech recognition or touch-tone IVR for more efficient customer service, passing voice and data to the live agent via screen pop
Increased productivity- To improve access to customer information and allow for more timely action or response. For example, CTI identifies callers who have abandoned their previous call allowing them to be sent to the front of the queue on their next call and informing the agent of the caller’s experience by displaying the caller’s wait time or interactions with the Voice Response Unit on the agent’s computer
Reduced costs- Half the cost of running a Call Center, service center or help desk is tied up in labor, 40 % in communication charges and less than 10% in equipment. Saving seconds on each call can make a big difference enabling agents to be more efficient, deliver a better service and dramatically reduce company overheads
Time saving- To shorten the waiting times on the telephone by giving access to the customer and partners to receive attention more quickly and professionally, because all the necessary data is instantly available

To learn how Servion can optimize your organization’s customer interaction, write to marketing@servion.com.

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Optimized Customer Interaction with Servion’s Self-Service Solutions
Servion Global Solutions was requested to audit the existing Interactive Voice Response (IVR) and Call Center architecture of the service provider to increase IVR usability and identify other areas of improvement. The study recommended a set of quick-kill and long-term approaches to address the issue of IVR usage.
The organization is one of the fastest growing telecommunication and Internet providers in India and has a customer base of over 6.5 lakhs. It was the first private sector operator to provide fixed-line services in India when it launched fixed-line services in June 1998. Its foray into fixed-line telephony has been instrumental in the transformation of the Indian telecom market, in terms of providing value-driven services and solutions in basic telephony to the end user. The organization also offers DSL services, providing high speed, scalable Internet solutions. THE POSER The organization already had an IVR application with a few basic features in place. But as its customer base grew and it began launching more services, it became evident that customer calls were not being handled efficiently. The agents spent a lot of time in recognizing the customer, and understanding his / her transaction history. THE ANSWER In order to address the above-mentioned challenges, Servion designed a CTI solution, which integrated with the existing infrastructure and helped in enhancing customer interactions. RAP CTI, an CTI application from Servion, was deployed with the following features Softphone The deployed solution provides the Softphone feature for the agent. This allows the agent to handle all telephony-related activities such as dial, hang up, transfer conference, mute, and hold through the software itself. Screen-pop The agent receives a screen-pop along with every call that is transferred by the IVR. The screen-pop contains details such as customer’s name, address, and identification number, last interaction details, and IVR menu traversed details. Report Generation Supervisors can monitor agents’ performance, campaign performance, and more based on the reports that the deployed system generates. THE RESULT Post implementation of Servion’s RAP CTI, agents have complete access to customer data and to information regarding outbound calls. They do not have to search for information such as last transaction details or IVR menu traversed information as their screens are customized dynamically based on the option the customer chooses while traversing the IVR. Call transfers have also become more effective through the call routing feature. 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 customer behavior analytics) 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.	DID YOU KNOW? The key benefits of CTI are Improved customer service- To streamline call handling processes that may begin in an automated interaction via speech recognition or touch-tone IVR for more efficient customer service, passing voice and data to the live agent via screen pop Increased productivity- To improve access to customer information and allow for more timely action or response. For example, CTI identifies callers who have abandoned their previous call allowing them to be sent to the front of the queue on their next call and informing the agent of the caller’s experience by displaying the caller’s wait time or interactions with the Voice Response Unit on the agent’s computer Reduced costs- Half the cost of running a Call Center, service center or help desk is tied up in labor, 40 % in communication charges and less than 10% in equipment. Saving seconds on each call can make a big difference enabling agents to be more efficient, deliver a better service and dramatically reduce company overheads Time saving- To shorten the waiting times on the telephone by giving access to the customer and partners to receive attention more quickly and professionally, because all the necessary data is instantly available To learn how Servion can optimize your organization’s customer interaction, write to marketing@servion.com. To unsubscribe, reply to this mail with a blank message.