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 (Interactive Voice Response and Speech)

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 enquiry services, reservations, accommodation availability across properties, ask for agent assistance, guest loyalty program, guest check-in, banquet, spa, and other reservation services, travel and holiday packages, travel services – airport or railway station transfer, taxi services, resident guest helpline, non resident guest helpline, hotel locator, guest feedback, and guest complaint management.

To provide customers the convenience of transacting by ‘simply speaking’, organizations are turning to Natural Language Speech Recognition solutions. Most self-service solutions can be easily converted into Speech-enabled ones.

Inbound interaction management solutions

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 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.

Outbound interaction management solutions

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 reservation status, customer satisfaction surveys, requested ‘call back’ (based on query), emergency notifications, cross selling and up selling of allied services such as travel and holiday packages, welcome calls to new customers, customer service calls, telemarketing, announcement of special schemes and discounts, and targeted outbound campaigns.

Agent productivity - Computer Telephony Integration (CTI)

Features of CTI include screen pop (a display of the caller's history, reservation specifics and preferences, other preferences) that ‘pops’ up on screen before the agent answers the call), customized report generation (over 50 customizable report templates), call and screen transfer for better customer handling (with facility to add notes), intelligent call transfer (most idle agent, skill-based transfer, last agent called), and inbuilt soft phone.

Case in point

The service provider is one of the largest and most successful lodging franchisors in the world. Built on the foundation of the venerable Quality Inn chain, a pioneer in consistent mid-priced lodging, it is the worldwide franchisor of a number of branded hotels. The service provider enjoys a diverse presence across various continents. It receives hundreds of voice, e-mail, and chat messages everyday, for different purposes and different hotels under its umbrella. The hotel group realized that it needed to deploy a centrally located unified system, which would intelligently route all inbound interactions to the relevant hotel or agent. In order to handle all messages efficiently, this had to be based on Domain Name Server (DNS) verification. Also, to bridge the difference in time between different regions, it was important to maintain consistency in time among all servers, located at different hotels.

Servion Global Solutions implemented Avaya Interaction Center (IC) 6.1.3, a multimedia Contact Center solution for the hotel group. The solution handles incoming interactions through voice, chat, and e-mail. By implementing Avaya IC and Operational Analyst (OA), the service provider has been successfully and efficiently managing inbound interactions and monitoring agent performance, both on a real-time as well as historical basis. It has equipped its supervisors to perform true cradle-to-grave analysis, by refining the reports down to the contact details. Supervisors can also formulate reports based on performance and task-level priorities. It has enhanced agent productivity levels by providing them with caller details even before the call is connected.