Managed ServicesStreamlining and Optimizing Customer Experience Technology 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 technology operations across applications, infrastructure and network domains for contact centers. Our Managed Services go beyond traditional support and covers outcome-based agreements with defined business outcomes. From reactive break-fix services to proactive and predictive analytics, Servion offers a complete suite of 24x7 managed services, on premise and in the cloud.

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. They utilize a resolution knowledge base that ensures faster resolutions. Servion provides a comprehensive set of automated support solutions that includes 24/7 coverage for monitoring of networks, servers, applications, databases, middleware and cloud services. Servion helps improve solution availability and operational costs.

Leverage Proprietary Technology and IP

Servion has developed proprietary technology and processes 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 24x7 support using a combination of global resources and dedicated on-site engineers. We have 4 network operations centers (NOCs) located in the US, UK, and India. Our team currently manages 100 customers, 32,000 agents and 200,000 endpoints and ports. All this experience is used to provide comprehensive contact center managed services.

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