servcare
Delivering a flawless customer
experience, made easy

ServCare, a flexible Managed Services offering from Servion is designed to offer the right support to Contact Centers and Collaboration solutions, enabling enterprises to deliver a flawless customer experience.

Outsourcing Customer Experience Management

Customer Experience is the new battleground for loyalty, and Contact Centers are at the heart of it. But in real-world service situations, how often do Contact Centers deliver a customer experience that a brand promises?

Managing the complexity, technology, and scale of operations in a Contact Center is not easy. Operational teams are often busy supervising daily operations that they don’t have the time to get out of their reactive mode. Technology teams spend `more time towards keep-the-lights-on, rather than focusing on the latest technology trends. The growing complexity of Contact Centers and multivendor management diverts the leadership’s attention away from core business functions and forward-looking strategies.

Want your contact center to deliver an on-brand experience?

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Choose a partner who has been there and done that

ServCare is a next generation Managed Services offering that orchestrates and streamlines IT operations across applications, infrastructure and network domains on behalf of Contact Centers. ServCare is designed to offer the right support to Contact Centers and Collaboration solutions, so that they can focus on delivering a flawless customer experience to their customers.

ServCare goes beyond traditional support and covers outcome based agreements with business levels. From reactive break-fix services to proactive and predictive analytics, it offers a complete suite of solutions that enhance customer experience. ServCare also offers Customer Behavior Analysis, Workforce Management and Performance Based Costing models.

The Managed Services way of doing it

Powered by Servion’s 20 + years of experience in managing customer interactions across 6 continents, ServCare helps enterprises to deal with everyday Contact Center operations. ServCare offers technical expertise, service consistency and flexibility across multiple vendors, technologies, and geographies. ServCare Managed Services is fuelled by the ServCare Platform, ServGenie & Servion’ Network Operating Center (NOC).

ServCare offers technical expertise, service consistency and flexibility across multiple vendors,
technologies, and geographies. At the heart of ServCare are:

ServCare Platform
A unified and customizable dashboard for contact center and collaboration monitoring & management. It provides business insights from multiple platforms and reduces the total TCO while boosting the ROI from technology
investments.
ServGenie
A customized self-service portal and a Known Error Database (KEBD) with a repository of over 9000 articles that enables quicker resolution for repeated incidents. It has a record of known
errors, maintained over the
last 21 years. 
Servion NOC
Adapted to the ‘Follow the Sun’ model of support, Servion’s Network Operations Center offers a combined experience of 7500 man-years. These Centers are spread across globe and have large teams of CX Specialists dedicated
24×7 to offer client support

Platinum Plus

ServCare Platinum Plus is most comprehensive Contact Center Managed Services solution in the industry
today. It offers customizable top-tier and value-added services, depending on business/customer-facing
requirements and operates on a pay by performance model

platinum Edition

9×5 Support

Break Fix & Reactive Services

One-Tier Governance Model

For Small Sized Enterprises.

 

 gold Edition

24×7 Support

Preventive Maintenance

Two-Tier Governance Model

For Mid-Sized Enterprises

 

 Silver Edition

9×5 Support

Break Fix & Reactive Services

One-Tier Governance Model

For Small Sized Enterprises

 

Additional Resources

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