C o r p o ra te O v e r v i e w Servion Global Solutions

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1 C o r p o ra te O v e r v i e w Servion Global Solutions

2 Servion enables business transformation for enterprises in the area of customer experience management. Who We Are Servion is a platform s led Systems Integrator who is focused on enhancing the customer experience by automating & integrating customer interaction channels. Servion s IP platforms ServDesign, ServIntuit, ServInsights, ServCloud and ServCare enable enterprises to derive the true value of their CX investments. Over the past two decades, Servion has evolved from being a single channel (voice) interaction expert to being an industry pioneer in omnichannel customer experience 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 outcomes through consulting, advanced technologies and industry-specific IP platforms. Today, Servion is a partner of choice for several enterprises when they seek to optimize their infrastructure costs while integrating all their digital customer service channels (IVR to Smart Apps). By doing so, Servion maximizes multichannel interactions for superior customer experience by focusing on journey design which results in higher NPS, loyalty and revenue.

3 Partner with the Specialist in Customer Experience Management 21+ years rich domain experience 10 Billion Customer Interactions Strategic Investors Global Footprint Industry focus Blue chip clients 150 Customer Care Centers Platform Led solutions Two decades of CX domain expertise. Deep knowledge of customer journey design and evolution from voice to AI Niche Player exclusively focused on E-2-E Customer Experience Everstone Cisco Solmark USA UK Europe Asia BFSI : 58% Telco: 30% Others: 12% 3 of the top 5 global banks, 2 of the top 3 insurance and 5 of top 10 telecoms trust Servion for the CX Over 150 enterprises depend on Servion to run their customer care centers ServDesign ServIntuit ServInsights ServCare ServCloud

4 Enabling enterprises to convert their customer touchpoints to journeys Servion Vision Servion s vision is to be a leader in the Customer Experience Management space enabling enterprises to convert their customer touchpoints to journeys and optimize the infrastructure costs of their customer interaction channels.

5 IP Based - CX Platforms Servion CX Platforms are built on 20+ years of Industry experience and executing 600+ customer experience journey projects

6 Enabling Personalized Omni-Channel Experience ServIntuitsm ServIntuit is an omnichannel customer experience platform. It predicts customer interaction intent based on events, behavioral patterns and predictive algorithms. ServIntuit empowers enterprises to understand customers like never before, identify important phases in their journey and recommend Next- Best-Actions. Create proactive, positive and unified interactions across all channels. Deliver a differentiated self-service experience Empower agents with rich customer journey insights

7 Turning data into actionable intelligence ServInsightssm ServInsights is a data analytics platform that harnesses Servion s 20-year-old Contact Center knowhow. It enables data integration, customer experience analysis, data analysis, performance assessment and business intelligence analytics. ServInsights empowers enterprises with actionable insights and data visualization for informed decision making. Track all critical contact center KPIs in one view Perform custom reporting and Do-it-yourself Analytics Analyze customer effort score, customer journeys and Next Best Actions

8 Designing the essence of Customer Experience ServDesignsm ServDesign is a business consulting framework that enables enterprises to deliver a customer experience promised by their brand. It leverages Servion s two decade-old knowledge base, industry frameworks & multidomain expertise. ServDesign enables enterprises to align people, processes and technology to their CX goals. Align service strategy with the brand promise Gain return on relationship and maximize ROI from CX investments Quickly and securely redesign the way the overall customer experience

9 Enhancing customer experience with a lower TCO ServCloudtm ServCloud is a managed CCaaS and UCaaS platform that is powered by Cisco technology. It is an adaptable cloud-based customer interaction management platform with a unified portal to manage all customer interactions and performance insights. ServCloud empowers enterprises to optimally manage operations and deliver a superior customer experience. Move towards a cloud model with industry-leading SLAs Adhere to highest standards for security, reliability and availability Achieve lower TCO through flexible payment options

10 Innovation, automation and flexibility to contact center ServCaresm ServCare, a flexible managed Services offering that is designed to offer round-the-clock support to contact centers and collaboration solutions. It s service-driven model comprises of a core platform along with support for implementation, application development and integration. ServCare enables enterprises to focus on their core business strengths, and deliver an enhanced customer experience A unified CC & UC monitoring and management dashboard Known Error Database with a repository of over 9000 articles Network Operating Centers that follow the sun Over 7500 man years of combined experience

11 CX Solutions Servion enables enterprises to deliver end-to-end customer experience across channels and departments, by architecting a Customer Engagement Hub Customer Engagement Hub Omni-channel Customer Experience Customer Journey Analytics Contact Center Analytics Workforce Optimization AI Powered Virtual Assistant Unified Collaboration & Communication Cisco Technology Based Solutions Avaya Technology Based Solutions Contact Center Contact Center Design and Consulting

12 CX Offerings Servion ensures high Return on Relationships and help derive more value from the spends through a suite of customer experience Solutions Business Consulting Managed Services Professional Services Product Engineering Cloud Services

13 Servion Improves CX, Increase Revenues and Lower Costs Servion Client Engagement Model Journey Assessment NPS Benchmarking Application Analysis Architecture Assessment WHAT CAN I IMPROVE? Analytics Digitisation Legacy Integration Implementation Application Development Cloud Migration HOW WILL THE BENEFITS CONTINUE? WHERE AM I? Opportunity Analysis Business Indexing Program Design HOW DO I IMPROVE? Infrastructure Management Business Monitoring Predictive Maintenance Preventive Maintenance Continuous Optimization

14 Our Clients Our Clients build iconic brands. We ensure their customers experience them. CX Platforms CX Solutions CX Offerings Clients Partnerships Leadership Investors Resources

15 Results delivered to clients Servion s dedication of client success is best illustrated in these results 300% A telco was able to handle 300% more call without expanding on capacity 500% Telco improves self-service performance by 500% 50% A Bank reduces Customer Effort from 3 to 1.5 min 30% reduction in enterprise time to monitor and manage operations $25m A telco saved more than $25 million because of automation 95% A Utility company achieves 95% Excellence rating customers 20% Consumer company improves response and resolution times by 20% 99.99% A telco was able to maintain almost 100% uptime 47% Bank reduces contacts per customer by 47% 9% A Bank increases CSAT from 77% to 86% CX Platforms CX Solutions CX Offerings Clients Partnerships Leadership Investors Resources

16 Fostering collaboration Alliances that enable Servion to deliver richer solutions to market, to meet and scale customer expectations

17 Servion Executive Leadership While our leadership team comes from diverse backgrounds they are all equally passionate about Customer Experience SAMEET GUPTE CHIEF EXECUTIVE OFFICER SIVAKUMAR NATARAJAN CHIEF DELIVERY OFFICER THYAGARAJAN R. CHIEF FINANCIAL OFFICER RANGARAJAN M. EXECUTIVE DIRECTOR ASHISH KOUL STRATEGIC BUSINESS UNIT HEAD - AMERICAS & PED SHASHI NIRALE STRATEGIC BUSINESS UNIT HEAD EUROPE, MIDDLE EAST & AFRICA GOKULAKRISHNAN G. STRATEGIC BUSINESS UNIT HEAD - APAC & INDIA

18 Investors Servion banks on knowledgeable and experienced investors who provide valuable financial and strategic support as we change the way customer experience is delivered. Solmark is group of tech entrepreneurs who have launched and built several companies. They bring expertise and experience in all aspects of growing a company in a competitive global marketplace Everstone offers a strong partnership oriented culture and truly believes in working with entrepreneurs, corporations, asset owners and service providers to achieve success.

19 Looking for ways to enhance your clients customer experience. Talk to one of our CX specialists now. 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. Please Recycle. Copyright Servion Global Solutions Follow Us marketing@servion.com CX Platforms CX Solutions CX Offerings Clients Partnerships Leadership Investors Talk to us