Servion and Avaya Sign Direct Partner Agreement in India
Avaya Connect Partner Status Enables Companies to Jointly Address New and Emerging Verticals.
- (1888PressRelease) September 29, 2011 - Servion Global Solutions Ltd - A specialist in the Customer Interaction Management domain and Avaya India Pvt Ltd - a global provider of business collaboration & communications solutions, today announced the consolidation of a long standing association by signing a Direct Partner Agreement under the Avaya Connect Global Channel Partner Program. The focus of the companies' collaboration and go-to-market will be on augmenting customer experience for companies across India.
Avaya and Servion will focus on several verticals like travel, entertainment, transportation, retail, healthcare and government which have been relatively slow to adopt Customer Interaction Management solutions. Customer experience, which is seamlessly delivering what customer expects, is targeted as a key differentiator to drive faster adoption among these verticals.
Speaking in Chennai on the occasion of signing the agreement, Mr. Jangoo Dalal, President, Avaya India said, "The Call Center of yesteryear has morphed into a Contact Center - which allows for multi channel contact. Avaya is driving the uptake of the next iteration- Context Center - which will allow for customers to be served with the full context of current and historical interactions available to agents and experts addressing their request, driving faster resolution and a more seamless customer service experience. "
"At Servion, we build solutions that deliver an experience in line with customer expectations of the brand which are born as a result of various marketing tools organizations use to reach out to their target audience. We call it 'Customer Experience By Design'", said Mr. K. Balakrishnan, Managing Director and CEO Servion. "Simply put, we help organizations deliver on their brand promise at the point of interaction, when they've promised it and the way they've promised it," he added.
Global surveys (Accenture 2010 report on consumer research) point that 64% of consumers change service providers every year owing to poor service. Avaya and Servion are focused on changing this perception by focusing on customers from a different perspective - delivering contextual and deliberate customer experience; enhancing the service level and paving the way for a sharp acquisition and retention program.
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