Company Research Report: Servion Global Solutions

Company Overview

• Name: Servion Global Solutions

• Mission of the Company: To be leaders in the Customer Experience Management (CEM) space, enabling enterprises to convert customer touchpoints into long-lasting journeys while optimizing infrastructure costs of customer interaction channels.

• Founded: No information is available.

• Founders: No information is available.

• Key People:

• Ernie Wallerstein (Chief Executive Officer)

• Noel Charles (Contact Center Manager)

• Barry Grant (Chief Technology Officer)

• Neil Clover (Chief Information Officer)

• Headquarters: No information is available.

• Number of Employees: 1100 CX professionals

• Revenue: No information is available.

• What the Company is Known For: Servion is renowned for architecting, implementing, and managing contact centers and customer experience solutions across various industries, leveraging advanced technologies for creating digital experiences.

Products

Offered Products and Services

1. Omni Channel Virtual Assistant

• Description: Integrates all communication channels with seamless routing and reporting.

• Key Features: Streamlined communication, enhanced reporting capabilities.

2. CCaaS Migration

• Description: Facilitates the migration of contact centers to the cloud.

• Key Features: Customized cloud migration on client terms.

3. Digital CX Integration

• Description: Fortifies digital presence without significant business disruptions.

• Key Features: Smooth integration, minimal disruption.

4. Conversational AI

• Description: Enables easy customer interaction without human intervention.

• Key Features: Natural language processing, efficiency in resolving queries.

5. Voice of the Customer and Customer Journey Analytics

• Description: Employs data-driven strategies to lock in customer loyalty.

• Key Features: In-depth analytics, customer journey mapping.

Recent Developments

• Recent Developments:

• Partnership with C-Zentrix to provide cloud-based omnichannel and AI-powered contact center solutions in India, noted on January 9, 2024.

• Servion was recognized as a Workplace Excellence Award recipient for Tech Culture by TMCnet in 2024.

• New Products Launched:

• No other specific product launches are mentioned.

• New Features Added:

• No specific information on new features added.

• New Partnerships:

• Partnered with The Seed Group to enable digital transformation in the Middle East.

• Partnered with McorpCX to improve customer experience for enterprises.

Client Success Stories

• Client Benefits:

• National credit agency migrated 49% of contacts to digital channels.

• Bank in India reduced repeat contacts by 15%.

• A leading bank increased CSAT from 77% to 86%.

• Telco saw a 500% improvement in self-service performance.

• Large utility company achieved a 95% excellence rating from customers.

Partnerships and Alliances

• Key Partnerships:

• Amazon Connect

• Google Cloud

• Genesys

• Cisco

• NICE CXone

• Nuance

• Avaya

• Verint

Conclusion

Servion Global Solutions positions itself as a dominant player in the customer experience management industry, offering a robust suite of solutions designed to enhance digital communication efficacy. The company's strategic partnerships and client success stories underline its influence and impact across various sectors.