Chennai: The city-based $10-million-turnover Servion Global Solutions, a technology provider for customer relationship management (CRM) and call centres, has launched its Response Application Platform 3.0 (RAP) suite and three products - RAP CTI (computer telephony integration), RAP Ticker Tape and RAP Chat. All the products are aimed at call/contact centres owned by individual companies or third parties.
Says S Madhavan, president and CTO: "Today, customers want an holistic and uniform approach, though they may contact the company through varied media-telephone and email. There are multiple integration points/data bases. And the front-office official should be equipped to address the customer based on the past and up-to-date transaction history. RAP 3.0 addresses this critical issue by seamless integration of all the data."
The RAP core suite is an open architecture software that protects the company''s existing investment. In other words, a client need not have to invest anything in hardware or software in order to use RAP 3.0. Designed for customers with five- to 250-agent positions, the programme is bundled in server and client components. "Scalability is possible based on the business needs," Madhavan adds.
The three new products, part of the RAP core platform, are for agent productivity enhancement, performance and measurement and channel applications. RAP CTI (productivity enhancement application) is an enterprise-level engine. RAP Ticker Tape enables monitoring of the call centre agent''s performance and also helps in increasing his efficiency and RAP Chat (channel application) is one more way of interacting with a customer.
"RAP Mail, RAP Dial and RAP Log are the three other products that are in the pipeline," says Madhavan. Servion Global hopes to close this fiscal with a turnover of $14 million.