Providing Best-in-Class Customer Service
"Servion's CallBack Manager has the potential to significantly improve our ability to service our customers while improving the efficiency of our Call Centers," said Germain Marois, President of East Coast Wall Systems Corporation. "By using natural language, our customers have the option of requesting a callback using common English words, instead of entering letters and numbers from the telephone keypad. We expect Servion's solution to reduce call abandonment rates and improve overall customer satisfaction."

Improving Customer Convenience with Speech
"The CallBack Manager is an exciting new addition to Servion's Contact Optimization Systems platform," declared Tom Hsia, General Manager of Servion Global Solutions Inc. Instead of keeping customers on hold during peak times, customers have the option of requesting a callback time that's convenient for them.

"Servion understands that callers with cell phones or cordless phones have difficulty entering numbers and letters with a telephone keypad. By using a natural language interface, Servion's solution is both friendly and intuitive. Callers just need say 'as soon as possible' or 'tomorrow' and the voice prompts will confirm the requested date and time. Contact Centers will be able to respond to callers during less busy times-balancing call volumes while improving customer satisfaction."

Improving Contact Center Efficiency
Servion Callback Manger improves the workflow of the Contact Center by empowering agents to provide excellent service with every call-without the fear of excessively long queues. Once peak call volumes have subsided, callbacks are automatically out dialed for the agents based on pre-defined priorities. By reducing call wait queues and call abandonment rates, Contact Centers can streamline their workflow while improving customer service.

Powerful, Modular Speech Technology
The Servion CallBack Manager is a solution based upon three modules: Inbound Attendant, the automated attendant that prompts the caller for callback information; Outbound Attendant, the application that presents the agent with information for calling back the customer; and Database Manager, the service which stores, schedules and retrieves callback information.

"Servion's CallBack Manager is a great offering for Contact Centers to increase customer satisfaction and reduce call waiting times, and we are excited to offer this packaged application to our Contact Center customers deploying Microsoft Speech Server based Speech solutions" said Piyush Dogra, Director of Business Development for the Microsoft Speech Server product group. "We believe speech technologies are becoming a crucial component in enabling enterprise customers to increase customer satisfaction and employee productivity. Rich portfolios of ISV partner offerings like Servion's CallBack Manager are proof that speech is becoming a mainstream, pervasive technology."

About Servion
With the mission of Enhancing Business Response of organizations worldwide through Contact Optimization solutions, Servion has revolutionized "customer experience" through its Contact Center suite of products, solutions and Systems Integration services. Servion has successfully helped corporations in sectors like Banking and Finance, Insurance, Outsourced Call Centers, Telecom, Government, and Transportation, acquire, service and retain customers and in the process substantially grow their profits and market leadership.

Servion is a trademark of Servion Global Solutions. All other names and marks may be trademarks or registered trademarks of their respective companies.