Servion Consolidates Contact Center Operations for the Kotak Group

Online, April 9, 2010 (Newswire.com) - Chennai, April 8, 2010: Servion Global Solutions, a specialist in the Customer Interaction Management (CIM) domain, today announced that it has completed the consolidation of Kotak Group's entire Contact Center operations. Kotak Group's large network of businesses consisting of Kotak Mahindra Bank, Kotak Securities, Kotak Mahindra Prime Limited, Kotak Life Insurance, and Kotak Mahindra Asset Management Company cater to customers from diverse regions. In order to support customers across this wide range of products and services, each of the businesses used to operate an independent Contact Center. This consolidation has resulted in unifying all these Contact Centers into a single infrastructure called the Kotak Group Contact Center.
Says Mr. Ramesh Lakshminarayanan, Executive Vice President, Kotak Mahindra Bank, "The Contact Center consolidation was the result of a planned exercise to provide a single service window for all our customers. We firmly believed that this will not only improve the efficiency and effectiveness of service, but also provide customers a unified service experience regardless of product or region." On the reason for selecting Servion as a preferred partner, he continues "Technology today offers multiple options, but to assess and decide on what to apply and how best to do this, one requires support of an expert. Servion's expertise in the Customer Interaction Management domain was commendable, and we trusted them with co-creating a customer centric interaction experience with us."
The consolidated infrastructure includes two sites - Mumbai and Delhi. The Mumbai facility houses the data center and services all business units while the Delhi facility exclusively serves Kotak Mahindra Bank customers / prospects. Technology deployed includes IP Telephony and IP Contact Center comprising self-service, agent assist, outbound and voice logging functionalities.
"In the current economic scenario, Contact Centers need to closely monitor costs and profitability. The consolidation that Kotak Group has undertaken is an excellent example of how contact organizations can unlock value while improving customer service." says Mr. Murali K. N., Vice President & Head - India for Servion. "The consolidated contact enterprise will give Kotak the advantage of manageability, scale and cost savings", he said.

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 Kotak Mahindra
Kotak Mahindra is one of India's leading banking and financial services organizations, offering a wide range of financial services that encompass every sphere of life. From commercial banking, to car finance, to stock broking, to asset management, to life insurance, to investment banking, the group caters to the financial needs of individuals and corporates. The group has a net worth of Rs.7,100 cr and has a distribution network through branches, franchisees, representative offices and satellite offices across cities and towns in India and offices in New York, San Francisco, London, Dubai, Mauritius and Singapore, servicing around 6.7 million customer accounts.

For more information log on to www.kotak.com

Media Contacts
Ashok John
Servion Global Solutions

Phone: 91 - 44 - 42094238
E-mail: [email protected] Anu Lakshman
IPAN Hill & Knowlton

Phone: 91 - 44 - 28217294
E-mail: [email protected]

Disclaimer
This media release includes and is based, inter alia, on forward-looking information and statements that are subject to risks and uncertainties that could cause actual results to differ. Such forward-looking information and statements are based on current expectations, estimates and projections about global economic conditions, governmental regulations of the regions and industries that are major markets for Servion Global Solutions and its subsidiaries and affiliates. Although Servion Global Solutions believes that its expectations and the information in this media release were based upon reasonable assumptions at the time when they were made, it can give no assurance that those expectations will be achieved or that the actual results will be as set out in this media release. Neither Servion Global Solutions nor any of its affiliates is making any representation or warranty, expressed or implied, as to the accuracy, reliability or completeness of the information in the media release, and neither Servion Global Solutions nor any of its affiliates or any of their directors, officers or employees will have any liability to you or any other persons resulting from your use of the information in the media release.