Chennai, Tamil Nadu, India
Servion Global Solutions, a specialist in the Customer Interaction Management (CIM) space, today announced the roll out of the CIM Blueprint at Sri Lanka Telecom, the number one integrated telecommunication services provider of the island nation. The CIM Blueprint - a consulting service offering from Servion is designed to enhance Contact Center performance, at the same time deliver a distinctively pleasant experience to customers at each contact with the organization. This consulting assignment with Sri Lanka Telecom, to be executed over the next 17 weeks aims to radically enhance the service provider's customer interaction process leading to improved touch point experience and user satisfaction.
"With more and more product offerings being commoditized, service has become the sole differentiator. We believe that the instance at which the customer contacts the organization defines the moment of truth, and directly contributes to the brand experience. Today's Contact Centers play a vital role in delivering a differentiated customer experience at the moment of truth. The CIM Blueprint consulting assignment enables Contact Centers / enterprises to seamlessly deliver quality service to end customers, along with improving operational efficiencies.", comments Mr. Shankaran Nair, President - Corporate Strategy, Servion Global Solutions.
The CIM Blueprint is based on the principle that the whole 'contact landscape' of an enterprise is the result of the interplay between three broad drivers - customer experience, accessibility, and capacity to deliver. The roll out methodology hinges on a three-step approach starting with assessment along all four layers namely business, financial, operations, and technology in a top-down manner where problems and solutions are defined for each layer and cascaded down.
Says Sri Lanka Telecom "We believe that customer service is at the core of the Sri Lanka Telecom brand experience. With the implementation of Servion's CIM Blueprint, we intend to reposition our Contact Center from a cost center to a key service differentiator that will ensure a consistently unique customer experience."
About Servion
Servion Global Solutions is a fast-growing company that specializes in Customer Interaction Management (CIM) solutions. With more than 400 customers and over 1000 installations spread across 41 countries, Servion's products and solutions handle more than 500 million voice/fax/ACD/Web/e-mail interactions per month.
Servion takes a consulting-led approach to optimize customer interaction for its clients. Servion offers solutions across eight segments of the CIM industry (technology consulting, Contact Center intelligence and reports, agent productivity, outbound interaction management, self service, workforce management, quality monitoring, and process management) to a wide range of verticals such as banking and finance, telecommunications, business process outsourcing, transportation, retail, and hospitality.
These CIM solutions are delivered through Servion's Consulting and Engineering arms using five different services - application maintenance, custom development, product development, systems integration, and research and development.
For more information, visit www.servion.com.
About Sri Lanka Telecom
Sri Lanka Telecom ( www.slt.lk) is one of the country's most valuable blue chip companies with an annual turnover in excess of Sri Lankan Rupees 40 billion. Whilst NTT Communications Corporation of Japan owns a 35.2% stake in Sri Lanka Telecom (SLT), 49.2% is owned by the Government of Sri Lanka and 15.3% is listed on the Colombo Stock Exchange. The company was also awarded an AAA (Sri) rating by Fitch Ratings Lanka followed by a BB - international rating by Fitch International and Standard & Poor's Rating Services.
SLT Group has a customer base of over two million including multinational corporations, large and small businesses, retail, and domestic customers. Today, with NTT Communications of Japan as a strategic partner, SLT provides facilities and services: voice, data, video and mobile to its customers, which are unmatched in scope. These services range from domestic and international voice, advance data transmission services which include internet services on leased lines, broadband [on ADSL] and dial up, data circuits, frame relay solutions to IP services such as IP-VPN based on IP-MPLS technology, total corporate solutions of multiple services, satellite uplink services and mobile telephony through the fully owned subsidiary Mobitel.
With an objective of making Sri Lanka a broadband island, SLT is in the process of introducing the necessary infrastructure in the form of NGN [Next Generation Networks] using optical fiber backbone and broadband services such as IMS, IPTV etc. SLT also provides high speed global connectivity to countries in the South Asian region through its investments in international submarine cables such as SMW3, SMW4 and the Bharat - Lanka submarine cable [between India and Sri Lanka] and Dhirragu - SLT submarine cable system between Maldives Islands and Sri Lanka. Newly incorporated SLT Hong Kong Ltd, a fully owned subsidiary of Sri Lanka Telecom, is fully geared to provide services such as IP transit, IPVPN, IPLC and International Voice Traffic Transit Services (IVTTS) to global telecom operators and businesses in Hong Kong.
Disclaimer
This media release includes and is based, inter alia, on forward-looking information and statements that are subject to risks and uncertainties that could cause actual results to differ. Such forward-looking information and statements are based on current expectations, estimates and projections about global economic conditions, governmental regulations of the regions and industries that are major markets for Servion Global Solutions and its subsidiaries and affiliates. Although Servion Global Solutions believes that its expectations and the information in this media release were based upon reasonable assumptions at the time when they were made, it can give no assurance that those expectations will be achieved or that the actual results will be as set out in this media release. Neither Servion Global Solutions nor any of its affiliates is making any representation or warranty, expressed or implied, as to the accuracy, reliability or completeness of the information in the media release, and neither Servion Global Solutions nor any of its affiliates or any of their directors, officers or employees will have any liability to you or any other persons resulting from your use of the information in the media release.
Source: Servion (Business Wire India)
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