Servion inks partnership with DMS Electronics to address the Sri Lankan CIM market
Servion Global Solutions, a global specialist in the Customer Interaction Management (CIM) domain today announced its partnership with DMS Electronics Limited, Sri Lanka to address the growing Sri Lankan CIM market. DMS Electronics, a subsidiary of the DMS Group is a customer focused reseller of hardware and software products for the last 28 years.
Tweet-- Servion Global Solutions, a global specialist in the Customer Interaction Management (CIM) domain today announced its partnership with DMS Electronics Limited, Sri Lanka to address the growing Sri Lankan CIM market. DMS Electronics, a subsidiary of the DMS Group is a customer focused reseller of hardware and software products for the last 28 years.
As is the trend across the world, banking and telecommunication verticals are the largest adopters of CIM solutions in Sri Lanka. With the world coming out of the economic gloom, developing countries like Sri Lanka are poised for explosive growth in banking and financial services sector which is sustainable only with the support of CIM solutions.
Commenting on the Sri Lankan banking industry Murali K. N., Vice President & Head - India, Sri Lanka & Mauritius, at Servion said "With the ebbing recession and the new wave of change, the Sri Lankan banking sector will witness consolidation and large scale customer acquisition. Scalability of the contact enterprise and the ability to retain customers will define its success or failure." Elaborating on the partnership with DMS, he continued "With DMS Electronics' deep understanding of the regional customer ecosystem and Servion's expertise in designing and deploying CIM solutions for customer acquisition and retention, we foresee a fundamental shift in the way customer interactions will be handled by Sri Lankan organizations. This will certainly result in definitive cost advantages for organizations and a substantially different experience for end users."
Servion offers solutions across eight segments of the CIM industry (technology consulting, Contact Center intelligence and reports, agent productivity, outbound interaction management, self-service, workforce management, quality monitoring, and customer behavior analytics). These solutions are offered to a wide range of verticals such as banking and finance, telecommunications, business process outsourcing, transportation, retail, and hospitality. Servion's CIM solutions are delivered through the company's Consulting and Engineering arms using six different services - application maintenance, custom application development, product design and development, systems integration, managed support services, and research and development.
Servion and DMS has embarked on market development activities across multiple verticals, first of which is the banking sector. The Sri Lankan Banking Conclave, one of the first such initiatives to educate the market on the advantages of CIM solutions showcasing the latest trends and global best practices in CIM to senior executives from Sri Lanka's top banking institutions was held on 12th November 2009 at Hilton Colombo Residence.
Delivering the key note address Mr. L.G. Perera, Director, Sri Lanka Banks' Association and Managing Director, DFCC Vardhana Bank said "With the government's drive to bring down interest rates, all banks will have equal opportunity to capture the market and the differentiator would be to provide better customer service."
In the sidelines of the Sri Lankan Banking Conclave, Mr. T L Chandranath, Managing Director of DMS Electronics Limited spoke about the partnership "The DMS - Servion partnership will positively impact the banking sector with experience gained over thousands of man hours spent on fine-tuning CIM technology and processes. The Sri Lankan Banking Conclave will stand out as an initiative to fast forward the learning curve for banking executives with live case studies and globally accepted CIM practices. Servion's unique mix of consulting expertise and delivery capability makes them a preferred partner. We believe Servion's capabilities will enhance the basket of services that we can now offer to our existing clientele." Furthermore he stated the participation by a large number of senior executives and the interest shown at the event was very encouraging and a boost for our initiatives.
Notes to Editor
About Servion
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 400 enterprises across 41 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
About DMS Electronics
DMS Electronics Ltd., is a leading and highly respected Systems Integrator to the Corporate and Small & Medium Enterprise markets in Sri Lanka. Established in 1981 the company is a member of the DMS group, which employs approximately 500 employees across the group. The company today is a lead partner for world-class products like HP, 3Com, Aspect, Hypercom, Symantec, Microsoft, Apple, TouchMedia and Plantronics and a host of other solution partners such as Servion. The company's offerings span IT infrastructure, personal computing and access devices, business solutions, imaging and printing, payment solutions and services.