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Why Servion for Cloud -- Successful Strategies, Satisfied Customers - Servion - ContactCenterWorld.com Blog

Why Servion for Cloud -- Successful Strategies, Satisfied Customers

Evolving customer behaviors and expectations, combined with the first-time impacts of a global pandemic, forced organizations to accelerate a shift to cloud for better agility, capacity management, security, disaster recovery, customer experience, and data consolidation. But what makes for cloud success? Businesses are wowed by new cloud technologies and quickly deploy them to solve specific issues, yet many end up with more costs and cloud complexity.

 Cloud success is less about tools and more about strategy (and more specifically, a partner who ensures your cloud strategy is designed to drive business value). The right provider will act as a partner who works closely with you to support you on the core aspects of your cloud journey. These can include customer journey design (automation, self-service), the agent/employee experience (analytics, workforce engagement), operational intelligence (proactive engagement), contact center optimization (digital customer service), and productivity and cost. All of these things must work effortlessly together for customer service and operational excellence.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Why Leading Enterprise Organizations Choose Servion for Cloud

Servion’s breadth of technology solutions, capabilities, and expertise uniquely positions us to be able to handle any customer’s specific cloud needs. We help develop the right approach by ensuring clarity on the desired business outcome or end result, and we utilize our industry-leading talent to address customers’ core business issues along the way.

  1. Certification across a wide range of leading platforms (Cisco, Amazon Connect, Twilio, NICE InContact, Genesys, Five9) and applications (Verint, NICE, Calabrio, Google, Jacada, etc.) enables us to plan, design, and support cloud solutions in alignment with customers’ specific CX and business requirements. Customers never have to fit a mold or be restricted by only what a vendor can offer. This vendor-agnostic approach is rare in the industry, uniquely positioning Servion as a trusted advisor to assess objectives, and chart and execute a safe and efficient transition to the cloud.
  2. We have a large team of certified engineers spread globally that covers the complete lifecycle of customer experience solutions, from architecting to implementation to ongoing management, extending our value beyond just selling and installation.
  3. We have expertise on the end-to-end process for cloud (we use a signature four-pronged assessment to develop a customer’s onboarding or transition plan), as well as expertise in change management to accompany teams during and after the migration. Beyond migrating the ACD, IVR and workforce optimization to the cloud, several more aspects such as connectivity are included in the migration plan.
  4. Our industry-leading managed services go far beyond traditional support. With an unparalleled industry position, we help our customers focus on innovation and future ways to transform. From reactive break-fix services to proactive and predictive analytics, we offer a complete suite of 24x7 managed services - on-premises and in the cloud.
  5. We have 20+ years of application development and integration practice. Our experts can develop feature-rich business applications based on CCaaS platforms APIs and open industry standards that enable customers to reach new levels of business performance with the right balance of speed, cost, and quality for their needs.

How Organizations Are Using Servion for Cloud 

  • We helped one of the largest chemical companies in the world set up a cloud contact center and implement an efficient remote work strategy during COVID-19, allowing agents to stay safe at their homes and continue to address spikes in call volume.
  • We deployed several sophisticated cloud contact centers for a leading pharmaceutical company, in Asia and in the US, in just a few weeks from project launch to production. We used our packages on top of one of the leading platforms.
  • A leading international bank in the UAE turned to Servion to design and develop an intelligent self-service application that includes promotional messages, multi-lingual support, caller identification, card activation and more.
  • We helped a leading call recording provider re-engineer its contact center with a more modern, responsive UI for better customer experience and workflow automation, reducing supervisors' workloads by 50%.
  • Amidst the disruption of 2020, Europe’s leading pharma company turned to Servion for a complete contact center solution that included ubiquitous coverage for multiple countries and cities with support for contact center platforms from multiple different vendors such as Cisco, NICE inContact, and Bucher & Suter (B&S). We not only stepped in to advise this customer on making necessary improvements, but provided next-gen, 24x7 managed services - on premise and in the cloud - for customer experience management and day-to-day operations.

Move to the cloud with confidence. Continue the conversation with Servion’s team of cloud experts.

Publish Date: December 20, 2021 2:20 AM


2022 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Answer-4u

Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

8.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

9.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

10.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

11.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

12.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from Servion

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AI-enabling Your Contact Center is Inevitable. Here Are Two Options from Amazon and GoogleJanuary 17, 2022 12:00 PM
How to adopt the right Cloud Contact Center Solution for your businessJanuary 10, 2022 1:33 AM
Why Servion for Cloud -- Successful Strategies, Satisfied CustomersDecember 20, 2021 2:20 AM
Servion Partners with Genesys to Deliver World-class Contact Center Solutions and Customer ExperiencesDecember 16, 2021 11:12 AM
Creating a CX Center of Excellence - Their Benefits, Insights, and ExamplesDecember 2, 2021 12:23 AM
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