Avaya GlobalConnect Ltd. (AGCL), India's number one enterprise communication solutions company and Servion Global Solutions Ltd. (Servion), a global provider of Contact Optimization solutions today announced their strategic partnership in India. By creating the right synergies and an unmatched service value proposition, the alliance seeks to significantly increase market penetration for the two companies in the emerging and highly customer-centric BFSI - banking, financial services, insurance and telecom service provider markets.
Servion is a global-independent software vendor (isv) for Avaya products worldwide. The company has expertise in Systems Integration, Computer Telephony Integration (CTI), self-service channels like Interactive Voice Response (IVR), Web, Speech Recognition, and Outbound Interactions in Dialers and multi-media notifications. Servion delivers these solutions using Avaya products, platforms and a host of professional services.
The AGCL and Servion collaborative effort will develop and integrate offers by developing advanced customer care solutions based on the Avaya solution portfolio. The customer care solutions would be integrated to core business applications to enhance productivity for customers in a given vertical. The alliance along with providing call center customized solutions for vertical markets, will also build packaged & repeatable solutions wherever possible.
The alliance is expected to account for 15% of AGCL's business in India in the near future, and will offer customers CRM solutions and critical business applications around IVR, Speech Recognition and Proactive Contact to name a few. The two companies also aim to tap the non-traditional verticals such as transportation, logistics, pharma & healthcare.
As reported by Frost & Sullivan (F&S), the Indian Interaction Customer Relationship Management (ICRM) market is worth $92 million in 2004 and realized a growth of 19.5% over 2003. It is expected to grow at a CAGR (2004-2011)of 16.3% (as per F&S) to reach $263.4 million in 2011.
On the partnership, Mr. Niru Mehta, Vice Chairman & Managing Director, Avaya GlobalConnect, said "Servion is a global business partner of Avaya and we are extremely pleased to extend the relationship in India. Our joint go-to-market strategy will enable us to expand and consolidate market share in India. Further this alliance will help drive our business strategy to focus on intelligent communications"
"AGCL and Servion have jointly delivered several successful projects in India and we are committed to provide several similar success stories for emerging industries such as airlines, hospitality, healthcare, and education among others", said, Mr. K Balakrishnan, CEO & MD, Servion.
In the US, Servion has an added advantage of being a DevConnect member of Avaya, whereby Servion is able to leverage the wide range of tools, technology and experience offered by Avaya to its partners.
About Avaya GlobalConnect
Avaya GlobalConnect, formerly known as Tata Telecom, is India's number one enterprise communication solutions provider and is a majority-owned subsidiary of Avaya. Its offerings range from converged voice, data and video networks to contact center solutions to unified messaging solutions, and customer services. It is a dominant player in the contact center and IP telephony market. In order to provide best-in-class converged communications products and solutions, Avaya GlobalConnect has partnered with global technology leaders---Polycom, the world's leading video-conferencing solutions provider; NICE Systems, the Israel-based customer experience management specialist; LG, a leading global player in EPABX and KTS products; and IEX, a Tekelec company and the leading provider of contact center workforce management solutions. The company has strategic alliances with systems integrators such as IBM, HP, Servion, Cable & Wireless, CMC and Tata Infotech. For more information about Avaya GlobalConnect, visit its Web site at www.avayaglobalconnect.com
About Servion Global Solutions Limited
As a leading provider of Contact Optimization solutions, Servion has revolutionized the customer experience through its suite of Contact Center products and Systems Integration services. The company has been assessed at Level 4 of the Capability Maturity Model (CMM)-the benchmark for quality and rigorous processes in the software industry. With a global clientele of more than 400 customers and over 1000 installations, Servion's products and solutions handle more than 500 million voice/fax/ACD/Web/e-mail interactions per month. For more information about Servion, visit its Web site at www.servion.com
For more information, please contact:
Biswarup Banerjee
Asst. Manager - Marketing
Servion Global Solutions
Email: biswarup@servion.com
Phone: +91-44-52094126 (D) |
