A highly anticipated recognition program for technology in the financial services industry, the awards program is designed to determine and award best practices of technological innovation in banking operations after a rigorous three-month long evaluation process by prominent global bankers, IT consultants and academics.
Panel of experts for this year’s technology awards consisted of Alex Escucha, First Vice President of the China Banking Corporation and the Chairman of the judging panel, Professor Steven Miller, Dean of the School of Information Systems at Singapore Management University (SMU) and Brett King strategic advisor and Managing Principal at User Strategy a boutique consulting firm.
The Best Call Centre Project Award was awarded to Citibank and Servion for having effectively managed and administered centrally an IVR technology framework that gave Citibank customers a consistent customer experience across multiple Asian countries and enabled Citibank’s regional businesses to customize IVR features based on local requirements all at lower costs.
K. Balakrishnan, Managing Director and CEO Servion, said, “We are very proud of this recognition. Having achieved this jointly with one of the most respected banks in the world makes it even more special. We are delighted that the Servion team was able to bring about technology changes which resulted in an overall reduction of cost and improvement of performance of Citibank’s IVR systems while supporting multiple countries and multiple features across locations in Asia.
We attribute this award to the focus Servion brings to CIM. We will continue to invest in developing deep insights in CIM in the face of the changing consumer landscape. This will further enhance our ability to deliver topline solutions that address customers’ CIM challenges.”
Servion specializes in Customer Interaction Management (CIM) solutions that help organizations design and deliver superior experience for their customers. With its expertise spread across consulting, implementing and managing CIM solutions and technologies, Servion enhances the effectiveness and efficiency of customer interactions for over 600 enterprises across 61 countries. On an average, Servion’s solutions handle over 7 billion interactions every year across multiple channels and industry verticals, positively impacting customer satisfaction and contact profitability. For more information, log on to www.servion.com