We are the ONLY organization focused on CIM consulting with the ability to deliver assignments to you around the world.

Since we are not distracted by the other types of business consulting offered by large generalists, all our resources, experience, and expertise are focused on finding new ways to help you improve the effectiveness and efficiency of your contact management. As a result, you receive a more thorough and better researched set of recommendations rendered by true specialists.

We have performed contact optimization work for 400+ customers in 41 countries around the world. Our solutions handle more than 700 million transactions / month.

Servion’s holistic approach to defining contact management strategy involves all key stakeholders across the organization. Our focus is broader and our assessments, analyses, and recommendations also include equal consideration of all three primary enablers of contact – people, process, and technology.

As a result, you receive a much more comprehensive and objective set of recommendations; which include a business design, technology design, an implementation schedule and a road map for the foreseeable future. And, these are backed up by quantified impact assessments across cost and customer experience.

One of the keys to driving shareholder value is to improve the ROI of your Contact Center technology components. And, one way to do that is to extend the useful life of those assets. In many cases, platform life can be extended by augmenting existing capabilities by surrounding it with newer supporting technology that enables new applications.

So, our first objective is always to determine if what you already have can be upgraded, used differently or more effectively, or can be augmented with other technology to extend its useful life – before we recommend replacement.

Over the course of many years, and through our work with many other clients, we have developed methodologies and tools to help us more quickly and more accurately:

1. Identify, analyze, and understand the root causes of Contact Center performance problems and inefficiencies
2. Measure the performance and operating cost impact of various combinations of people, process, and technology improvements to arrive at recommendations that provide the fastest payback and best long term ROI
3. Develop business cases, supported by hard dollar cost justification to support our recommendations

As a result, you benefit from engagements that require less calendar time, manpower, and engagement costs.