Managed ServicesStreamlining and Optimizing Complex IT Operations

Delivering flawless customer experience is a critical challenge that enterprise contact centers face in the digital age.

With customers progressively becoming digitally savvy, they are finding it strenuous to keep up with advancements in technology while managing people and processes. In lieu of this, enterprises are now turning to organizations that can manage their contact centers, while they focus on their core competencies.

Servion enables flawless customer experience through a next-gen managed services offering that orchestrates and streamlines IT operations across applications, infrastructure and network domains for contact centers. Our Managed Services go 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.

Relentless Use of Automation

Servion uses the shift left approach to prevent issues before they happen and leverage continuous automation. Our automation services cover ticket workflow automation, automation to streamline Moves, Adds, Changes and Deletes (MACDs), proactive contact center monitoring and alerts and utilizing a resolution knowledge base that ensures faster resolutions. Servion provides a comprehensive set of automated support solutions that includes 24/7 support for monitoring of networks, servers, applications, databases, and middleware. Improvement in system availability and reduction in operational costs is ensured through automated IT monitoring, IT helpdesk, and IT server/desktop inventory

Leverage Proprietary Technology and IP

Servion has developed a galore of proprietary technology and IPs that helps monitor, manage and continuously improve our customers’ contact centers. Unified Admin – our contact center provisioning and management product that equips business users to manage complex administration tasks in minutes, even without technical skills. Command Center – our unified monitoring and cloud infrastructure product tracks and monitors performance, predicts incidents before they occur and helps optimize infrastructure resources with unified monitoring and autonomous ticketing.

Global Coverage and Scale

Servion can provide round the clock support using a combination of global resources and dedicated on-site engineers. We have 4 network operations centers (NOCs) located in Princeton (US), Reading (UK), Chennai and Bangalore (India). Our team currently manages 100 customers, 32,000 agents and 200,000 endpoints and ports. All this experience will be leveraged in providing a comprehensive contact center managed services.

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