Deliver Breakthrough Customer ExperiencesToday To Stay Relevant Tomorrow

ServIntuit

www.servion.com

Omni-channel customer experience is no longer nice to have. With

digitally empowered customers expanding their interaction channels from walk-ins, postal, email and IVR

to social media, video, interactive websites and more, it is imperative

for enterprises to integrate all channels. However, creating

consistent, seamless, and hyper-personalized experiences

across multiple channels and touch points is not easy. Successful

cross-channel integration requires organizations to proactively

understand customer intent and behavioral patterns to drive fully

integrated experiences across the entire customer journey.

Are you delivering the right Next-Best-Action that your customers are looking for?Customers today are impatient and quick to take their business elsewhere – even at the hint of slightest frustration. This compounds other contact center challenges such as increasing operational costs, the need to drive additional revenues through cross-sell andupsell, and the lack of visibility across channels. How can you effectively engage your customers in this environment? Is there a way to gauge your customers’ intent and optimize their journey for better outcomes?Servion’s omni-channel customer experience platform ServIntuit, integrates data from all enterprise channel applications such as chat, voice, website, mobile, email and video to drive personalized, consistent and contextual customer experiences. Powered by ourNext-Best-Action Engine and analytics module, it helps you provide optimal responses to your customers - on the channel of their choice. This drives proactive, positive and unified interactions across all channels for exceptional experiences and unbeatable ROI, laying the foundation for strong customer relationships, superior loyalty and optimized revenue.

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Do more with ServIntuit Ensure omni-channelsuccessServIntuit provides a 360-degree view of customers and helps you design a seamless and unified customer experience across allinteraction channels.

Reinvent customer experience by identifying the Next-Best-ActionUse the power of analytics to predict what is best for the customerEmpower agents with rich customer journey insightsDeliver differentiated IVR experience

The key to creating hyper-personal customer experiences lies in the ability to derive actionable insights into customer behavior and operational metrics. Our Next-Best-Action Engine integrates data from behavioral patterns, transactions, events to provide the best possible response to the customer. The solution is channel and platform agnostic, and comes with easy-to-administer rules and simple to- configure action responses for improved customer interaction. These rules can vary from simple routing rules for efficiently handling an interaction to complex business rules for effectively analyzing customer profile and interaction data.

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Reinvent customerexperience by identifyingthe Next-Best-Action

ServIntuit IVR configurator helps you transform Interactive Voice Response (IVR) service by providing highly customized, intuitive, dynamic and reliable self-service. Its easy to use, self-configurable interaction flow management system minimizes dependency on external partners for change requests. The intuitive interface enables business users to configure, design and manage their own IVR applications, giving them the flexibility to define IVR call trees and make required changes. This, in turn, drives extensibility and time efficiencies for the enterprise, by ensuring complete control over their applications and service design.

Deliver differentiated IVRexperience

Use the power of analyticsto predict what is best for the customerServIntuit delivers comprehensive insights into customer effort on specific categories of interactions, products and services. A robust analytics platform powered by statistical and machine learning models underpins the solution to help you predict what is best for your customer. Built-in analytics modules support Customer Effort Score (CES) analysis, Customer Life Time Value (CLTV) intent prediction, sentiment analysis and customers’ propensity to churn. This enables agents to understand customer preferences, identify cross-sell, and upsell opportunities, and provide event-based help to customers.

Empower agents withrich customer journey insightsYour agent’s ability to engage and empower the customer can be your biggest strategic differentiator. ServIntuit automatically routes interactions to best equipped sales personnel while a 360-degree view of the customer’s journey enables agents to get deeper insights into customer challenges across the process lifecycle. The offering’s Customer Journey Map (CJM) streamlines internal processes and improves agent interaction experience by identifying various customer touch points, interaction channels and time spent by customers on a particular channel. In addition, intent prediction models help agents anticipate customer intent, and enhance agent productivity by providing them with the right insights at the right time.

ServIntuit Reducecustomereffort and

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Deliverproactive andpersonalized

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Reduceoperational

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Improverevenues

An omni-channelcustomer experienceplatform powered by

Next-Best-ActionEngine

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Drive tangible benefits with the power of personalizationServIntuit not only helps reduce customer effort by proactively anticipating customer needs but also enhances agent effectiveness. Some of the business benefits delivered by our offering include:

Enhanced acquisition, retention and growth of customer baseIncreased operational efficiencyImproved customer understandingReduced operational costRapid resolution of customer issuesOptimized call center qualityExceptional customer experienceEnhanced customer relationship valueEnhanced top line

ServIntuit provides a unified and integrated view of customer profiles and interactions. It also ensures that you interact with the customer on his/her preferred channel, improving customer conversion rates and customer satisfaction scores.

Enhanced acquisition, retention and growth of customer base

The solution drives enhanced First Call Resolution (FCR) by predicting customer intent, reducing call time, and equipping agents with the most relevant information about the customer. By analyzing interactions across the channels, you can deliver consistent and contextualized experiences.

Increased operationalefficiency

Improved customer understandingWith the help of a customer journey map (CJM), your agents can identify ways of providing differentiated customer experience and present the right Next-Best-Action. This will not only help you solve customer challenges more efficiently but also deliver greater value to your customers.

Reduced operational costAccurate prediction of customer intent reduces interaction time, and minimizes required resources and cost per call. Versatile dynamic IVR enables businesses to create modular IVR designs, rule-based dynamism and business centric design. In addition, businessfeatures can be modified easily without any code changes.

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Optimized call centerqualityMeeting SLAs and metrics such as average handle time, abandon and transfer rates, and first call resolution, significantly improves call center performance.

Rapid resolution of customer issuesThe solution’s self-configurable interaction flow management system enables you to streamline operations, while the drag and drop capability ensures mass customization of customer service. This helps in improving first time resolution right rates, self-service rates, and customer resolution time and customer retention.

Enhanced top lineCustomized business rules enable you to match your sales efforts to customer needs across various channels, driving improved customer loyalty but also increasing customer lifetime value. You can also reuse IVR libraries for new customers, reducingcost and time to deploy call flow.

Exceptional customer experienceAnalysis of past and recent interaction data supports personalized customer experiences and proactive actions related to customer challenges and sentiments.

Enhanced customer relationship valueOur offering helps agents identify contextual upsell and cross-sell opportunities while significantly reducing customer churn. For improved conversions, you can create targeted campaigns based on customer segment and lifetime value.

The Servion DifferenceServion is committed to helping clients deliver next-gen customer service. We combine more than two decades of experience in providing customer experience management and extensive knowledge of customer journey design to deliver unprecedented value to our clients.

Consulting-led approach and strong IP based platforms that extend, augment, and upgrade existing systems for superior ROIFocus on efficiency and effectiveness by providing people, process and technology based recommendationsMulti-disciplinary bandwidth and unbiased vendor agnostic recommendationsPowerful, proven analytics methodologies and tools for implementation success and follow through

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About Serviont Global Solutions

Servion enables business transformation for enterprises in the area of customer experience management. Over the last two decades, Servion hasevolved from being a single channel expert then to now converting omnichannel touch points into customer journeys with over 10 billion customer

interactions in 60 countries across 6 continents. Servion’s CX experts based in USA, UK, UAE, Singapore, and India deliver measurable outcomesthrough consulting, advanced technologies and industry-specific IP platforms. | For more information, visit us at

www.servion.com | marketing@servion.com

Serviont is a registered trademark worldwide. The mention of other product and service names might be trademarks of other companies. This document is current as of the initial date of publication and may be changed at any given point of time. Please do not print if not necessary.

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