News : Servion Redesigns Bangkok Insurance Contact Centre
Servion Global Solutions, a global provider of customer interaction management (CIM) and contact centre management (CCM) technology solutions, has partnered with Cisco Systems, to design and implement a centralised Contact Centre solution for Bangkok Insurance (BKI), an insurer in the business of non-life insurance. An erstwhile fragmented approach towards handling consumer interactions has been completely redesigned to improve the speed, quality and consistency of Customer Experience (CE) delivery, irrespective of the channel used by consumers.
In order to arrive at the perfect solution for BKI, Servion conducted a comprehensive business assessment employing its trademark Customer Interaction Management Assessment (CIM-A) methodology. This involved studying customer interaction points, business flow, call volumes, reasons of interaction, processes, information flow charts and other related areas which impacted customer experience. Following the assessment, Servion will now develop a centralized contact centre solution, enabling BKI to integrate the different business units, streamline processes and improve cost efficiency. The overall technology architecture designed by Servion will be deployed on Cisco’s Contact Centre platform.
The complete system will include an Interactive Voice Response (IVR) self-service module to enable BKI to reduce waiting times through accurate call processing and provide first-call resolutions. It will also include inbound and outbound customer interaction processes, real-time and historical reporting as well as enhance business opportunities by providing upselling or cross-selling opportunities using CRM customer data.
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Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. These solutions let you uniquely personalize communication with individual customers through a variety of media including voice, Web, e-mail, and video.
Servion Global Solutions (Servion), a specialist in the Customer Interaction Management (CIM) domain, is a fast growing company with a global clientele of more than 400 customers in 41 countries and with over 1000 installations. Operating in a market that is estimated to grow to $2.6 billion by 2008 (Source: Datamonitor), Servion takes a consulting led approach to optimize customer interaction for its clients.
Published: Monday, October 20, 2014