Servion has developed a model to map and optimize customer interaction – Contact Optimization Model. This model helps analyze, define, and optimize the customer interaction / contact and helps offer a differentiated customer experience. This is a consultative approach and generates an in-depth analysis that can help organizations assess if they are indeed optimizing contact at each level or stage.

Self-service solutions such as general enquiries, online billing information systems, and Speech-based systems enable organizations to provide customers 24x7 access to information. Some of the facilities that can be configured are general enquiries, admission information, fax on demand of prospectus and admission forms, billing, address locator, class schedules, emergency notifications in case of bad weather, accidents, illness, or others, announcement of holidays, events and workshops, parent and student satisfaction surveys, and complaint management.

Increasingly, buying decisions are based on how a company treats its customers, starting with the very first contact, and throughout the sales process. To handle each contact effectively, organizations are seeking the availability of updated information, quick retrieval time and above all, a more proactive and responsive approach to interaction handling. Given these requirements, Servion has developed a complete solution that will support multiple communication channels over multiple sites leading to greater customer satisfaction, improved agent efficiency, and a stronger bottom line.

Labor costs are the largest expense of a Contact Center. As a result, it is essential for organizations to increase talk time and decrease time spent on unproductive activities. The automated progressive dialing solution boosts customer interaction capacity and marketing effectiveness. Some of the applications of the dialer include announcement of new workshops and seminars, parent and student satisfaction surveys, requested ‘call back’ (based on query), emergency notification, notification for online tracking, and welcome calls to new students and parents.

Features of CTI include screen pop (a display of the caller's history and account information, interaction history, complaint history, and status of bill payment that ‘pops’ up on screen before the agent answers the call), customized report generation (over 50 customizable report templates), intelligent call transfer (skill-based transfer – complaint registration, marketing survey), and more.

Voice loggers are designed to record up to hundreds of simultaneous calls. The agent performance optimization solution maximizes a Contact Center’s investment in existing call recording systems, eliminating tedious and time-consuming manual monitoring activities and allows you to perform highly accurate, automated evaluations of all customer interactions.

Customer interaction executives are the key to successful customer relationships. Performance effectiveness of these executives directly impacts all aspects of enterprise performance. Deploy workforce management solutions for flexible and efficient staffing, easier data collection, efficient schedule administration, better workload forecast, and better real-time tracking and viewing.

Shepherd’s Chapel is a television ministry located in the United States of America. Its ministry channel is carried by over 225 television stations and primarily features Bible classes. Shepherd’s Chapel has thousands of students throughout the Western hemisphere that view these classes that are conducted 24 / 7. Servion Global Solutions deployed an Interactive Voice Response (IVR) system for Shepherd’s Chapel, which helped enhance its interaction with its current and prospective students – be it prayer requests, donations, routine queries, or change of address requests. This helped reduce the time taken to search for addresses by a significant amount and made the whole process of change of address requests by students / members less time consuming and easy. The current IVR works 24 / 7 (as against the previous, which worked 8 to 7). Customers can call now any time to avail more information about the organization and its services.