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Servion Achieves Cisco ATP Status

May 27, 2014

Servion Global Solutions, a provider of customer interaction management applications, has announced that it had achieved Unified Contact Center Enterprise Authorized Technology Provider (ATP) status from networking giant Cisco. The certification allows Servion to sell Cisco Unified Contact Center solutions and provide support for those solutions as well. Cisco and its vendors target the enterprise market with such products.

Qualifying for ATP status is no small matter. The company had to display a high level of customer satisfaction and show that it had staff that could fulfill specific tasks related to the handling of Cisco products. In addition to the capability of its staff, Servion was required to build a lab that would function as a center for product development and customer-fault replication. In both cases, employees working in the lab needed to be able to simulate end-user conditions and realistically play out real world scenarios.

The Cisco ATP program is designed to help partners hone their knowledge and skills so as to better be able to market emerging technology solutions to their customers. K. Balakrishnan, managing director and CEO of Servion, spoke about the company's ability to provide the types of service and products Cisco seeks.

“With a clear understanding of the enterprise telephony market and the rapid adoption of Internet Protocol (IP), IP-enabled PBXs, and the migration of TDM systems, Servion is uniquely positioned to offer a comprehensive set of products and services to enterprises that want to reduce costs, optimize revenue per customer contact, and increase overall customer satisfaction in Contact Centre environments,” Balakrishnan explained.

A recent Infonetics report showed marked growth over the past year in the unified communications (UC) industry. It reported growth of 31 percent in 2014 from the previous year, and it expects the number of UC providers to shrink in the coming years. There is reportedly a glut of providers in the market, so stronger competition may pare off several of them as more dominant companies move forward. In the private branch exchange (PBX) market, a subset of UC, Infonetics reported that Cisco lead the pack with 26 percent revenue share which is five percent greater than its closest competition. Following such a dominant leader, Servion is poised to aid in the overall growth of UC.

Edited by Peter Bernstein