Wednesday, March 10, 2010:
Servion, a leading global specialist in the Customer Interaction Management (CIM) domain, today announced an expansion in the Thailand market through a strategic alliance with One To One Contacts (OTO), one of Thailand's leading Customer Contact management solution providers. This partnership will deliver customized CIM solutions to customers across industry verticals.
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There is a large gap between what the customer experiences and what he /she expects at the moment of truth - which is at the interaction point! Research shows that 74% of customers leave because of poor customer service. 92percent of customers base their opinion about an organization on ONE interaction and 97percent of customers are unhappy with inconsistent service across channels. Attracting a new customer costs five times as much as keeping a current one.
"While organizations invest large resources into creating a brand, their investments into living the brand is minimal. Each time a customer is in touch with an organization, there is an enormous opportunity to convert that interaction into a lasting relationship." says Rajesh Krishnan, Vice President - Asia Pacific, Servion Global Solutions. "With Servion's vast
experience in delivering customized CIM solutions to businesses across verticals, and One To One's regional expertise, we are confident in helping organizations make the most of these interactions." he adds.
Sukanya Vanichjakvong, Managing Director, One to One Contacts says, "The strategic partnership with Servion will extend the capabilities of One to One Contacts as an organization in delivering the best and next practices in CIM to this region. We will co-create customized and value added solutions for our customers."
Thailand has seen heavy investments in technology and infrastructure in the Contact Center domain. According to a Frost & Sullivan report Thailand is one of the emerging and fast growing Contact Center markets in APAC along with Vietnam and Indonesia, and is a major contributor to the USD 1.31 billion Contact Center applications sales in the region. The
partnership will focus on BFSI, Telecom, Transportation, Hospitality,Healthcare, Government and Third Party Contact Centers (TPCC) verticals.
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