Servion shifts focus on products

Servion Global Solutions, provider of business response solutions, is now shifting gears to focus more on products. Currently, it provides solutions to contact centers but since the company has developed its own platform, it is now planning to focus more on it.

S Madhavan, President, Servion Global Practice Organization, said, "With the entire contact center industry asking for tighter implementation cycles and lesser customization, the way forward is to build products and Servion is in line with the latest development."

As a consolidation of the expertise and experience gained over the past seven years, today Servion is working on a reverse strategy that is 'build products in India and carry it to the international market'.

The company has designed and developed RAP (Response Application Platform) that consists of three products RAP CTI (Productivity enhancement application) which is an enterprise level CTI engine, RAP ticker tape (Performance and monitoring application), which is an out of the box application that helps the agents to monitor their performance on a real time basis across all channels and RAP chat (channel application), which is a robust feature rich text based chat interaction engine.

Currently, RAP platform is on Avaya and Nortel but Servion has expertise to make it functional on other platforms too. Apart from RAP, other products in Servion suite include enTRAC and
Medius.

enTRAC is an event modeling and interactive multimedia notification platform and Medius is an automated progressive dialing solution. According to the company, it has successfully implemented its products at more than 25 global locations. Revenue from product sales was approximately $ 1 million last financial year and it is aiming to increase the same by 50 percent this year. 

The company plans to clock a turnover of $ 14 million this financial year as against $ 10 million in the last year. At present, 45 percent of its revenues come from foreign geographies and rest from India but the company expects equal share from both this year.

Though most of the company's revenue comes from growing verticals like BFSI and telecom, it has now started focusing on other verticals like hospitality, etc. "We are also looking at expanding our domain knowledge stronghold by addressing the growing response requirements of the pharma, FMCG and healthcare industries," Madhavan said.

Rahul Gupta

(CNS)