ServIntuit is an omnichannel customer experience platform powered through statistical and machine learning models which predicts customer interaction intent based on events, behavioral patterns, and predictive algorithms. It analyzes customer effort score, customer life time value, intent, and propensity to churn enabling enterprises to identify challenges in their customer’s journey and recommend next best actions. ServInsights is a data analytics platform that enables data integration, customer experience analysis, data analysis, performance assessment and business intelligence analytics. It enables enterprises with actionable insights and data visualization for informed decision-making by tracking all critical contact center KPIs; and performing custom reporting and self-service analytics capabilities.
USP : Servion registers its presence in the contact center analytics market with its CX platforms – ServIntuit and ServInsights.
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Asia-Pacific , Europe , North America , Middle East and Africa
SERVION GLOBAL SOLUTIONS Presence in Contact Center Analytics Solutions
Servion is an established customer experience solution provider focused on Exchange-to-Exchange (E2E) customer experience, with presence in over 60 countries spread across multiple regions such as North America, Europe, the Middle-East and APAC. The company has its development centers and branches in Asia (India), Europe (London, UK), and the Middle-East (Sharjah, UAE); and its subsidiaries in North America (US, Canada), Europe (UK), APAC (India, Australia), the Middle-East (UAE, Qatar). The company has developed its expertise in customer experience solutions from single channel (voice) interaction to omnichannel customer experience (voice, email, chat, web, POS, augmented reality and BOTs). It majorly focuses on providing customer experience solutions in BFSI, and telecom along with significant presence in other industries including manufacturing, retail, consumer goods, transportation, logistics, hospitality, IT, and government. The company expands its product portfolio and customer base through organic as wells inorganic growth strategies. In the contact center analytics market, the company has partnered with some key players including Cisco, Verint, Calabrio, NICE, and others such as ClickFox, Nuance, and Westcon Group. Recently in April 2017, the company entered into a distributor agreement with Westcon-Comstor to deliver contact center-as-a-service to resellers and customers in the US through Westcon-Comstor’s Bluesky marketplace. The partnership provided Servion with an opportunity to expand its customer base in the UK. In addition, Servion has a notable capital backing owing to its revenue growth and increase in profitability. The recent funding in this series amounted to USD 74 million secured by the company in 2017. With this funding, Servion aims to further scale up its human resource and fuel its growth in US, UK, Asian and West Asian market. The company also plans to expand its product portfolio and market presence through acquisitions in the coming years. Previously, the company signed definitive acquisition agreements with JAMS UK and JAMS India (JAMS Technologies Pvt. Ltd.), a software provider for call centers in 2014. Servion opened a new development center in Pune, India post-acquisition. Further, this acquisition enables Servion to fuel its growth and market presence in the UK as well as provide Jams access to new markets for its products.