Customer engagement hub
Bridging engagement silos to deliver an
end-to-end experience

Improving Customer Experience is a top priority for customer-centric enterprises. But, breaking down the silos of customer engagement is proving to be almost impossible for most. The meteoric rise of social media is only further widening the gap between digital and traditional engagement channels. Time is running out for enterprises to bridge this channel divide.

Building blocks of Customer Engagement Hubs

Forward-looking enterprises have started building a Customer Engagement Hub (CEH) to orchestrate a seamless and consistent customer experience. While 60% of large enterprises will deploy a Customer Engagement Hub by 2018, according to Gartner research only 20% will obtain the correct technologies to make it work. Choosing, selecting and integrating the right technology pieces is therefore the most critical part of building a hub.

Backed by over two decades of customer experience management expertise, Servion is at a unique position to help enterprises build their own, future-ready, Customer Engagement Hubs. Unlike standard industry routine of offering prebuilt platforms, Servion takes a consulting-led approach to enable enterprises to plan their own customer engagement hub. Servion leverages its IP-based CX platforms along with its technology alliances/product vendors to systems integrate a fit-for-purpose Customer Engagement Hub that straddles across people, the process, and technology.

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Building Blocks of Customer Engagement Hub

A business consulting framework for customer journey design & improvement. Offers blueprints, methods, tools, analytical models, and best practices to design a future-proof customer engagement hub
A flexible multi-channel contact center analytics platform to unlock business value from customer interactions. Integrates data from multiple channels and enterprise sources to enable informed decision making
An omni-channel customer experience platform that delivers breakthrough customer experience today, to stay relevant tomorrow. Leverages customer journey insights and next best actions to offer an intuitive customer experience
An end-to-end managed services offering for customer engagement centers. Enables contact centers to focus on customer experience – instead of daily operational challenges and transform into a customer engagement hub
An adaptable, cloud-based, platform that transforms contact centers into an omni-channel customer engagement hubs. Offers enterprises the power of optimal operations with industry-leading SLAs and multi-platform support.

Related solutions

CUSTOMER JOURNEY ANALYTICS
Map and analyze customer engagement and interactions with an enterprise through myriad channels and touch points
CONTACT CENTER ANALYTICS
Get more value from analytics in the contact center. Transform contact centers into customer insight centers
WORKFORCE OPTIMIZATION
Identify complex interlinks between the agent skills and ACD splits, shift patterns and capacity. Identify influence on future workload
AI POWERED VIRTUAL ASSISTANT
Drive towards a true digital business by adopting AI technologies that bridge the gaps between customers and the services they want

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