“The Power of Authentic Leadership”

Prakash Arunachalam, COO, Servion Global Solutions, is an experienced executive who has held senior management positions with leading organizations, including Virtusa, Polaris, and EDS. One of the stand-out qualities of Prakash is his rare combination of solid business acumen and a highly efficient people person. With a great personality, Prakash is an easy-going person who can interact and positively influence employees.

Samir Dhir, currently the President at Virtusa, has been a mentor and a role model for Prakash. According to Prakash, "Samir is a visionary who can quickly assess business situations by focusing on the end objective and pays impeccable attention to details. Samir can influence positively and motivate his team with his unique ideas and knowledge." Prakash says, "I strive to emulate these qualities and be a positive influence with my team and colleagues in Servion."

The customer experience industry has rapidly evolved over the last 18 months and has adopted the digital-first approach, mainly owing to the pandemic. Prakash has been instrumental in driving employee wellbeing and business continuity without compromising on the quality of services. According to Prakash, "The role of the COO is multi-faceted that cuts across – aligning services/solutions to meet market requirements, scaling operations, managing human resources, etc. It's an exciting role with a lot of learnings, especially in the digital space. I have had the opportunity to learn and leverage digital technologies to help improve customer experiences and employee engagement. I am particularly proud of how we have helped our customers leverage digital technologies such as conversational AI, IVRs, and other self-services during the pandemic. We have also conducted a lot of virtual employee engagement programs and employee assistance programs (EAP) to ensure employee wellbeing." Armed with such a unique ideology, Prakash has been taking the company to new heights.

"We empower customers with futuristic CX solutions that help deliver the best-in-class customer experience. Servion's 25-year customer experience domain expertise combined with tightly knit partnerships with best-of-breed technology companies allows us to deliver new-age digital transformation solutions. There are numerous instances where we have helped global customers deploy digital self-service / conversational AI and migrate their cloud contact center solutions as quickly as five business days," he says.

"Servion was founded in 1995 as an IVR and voice mail company. Servion designed and deployed the first IVR in the banking industry following privatization. Since then, Servion has continuously transformed its offers to ensure businesses give their customers the best experience."

Servion was founded in 1995 as an IVR and voice mail company. Servion designed and deployed the first IVR in the banking industry following privatization. Since then, Servion has continuously transformed its offers to ensure businesses give their customers the best experience. Today, Servion provides cutting-edge contact center solutions, including conversational AI, migrating contact centers to the cloud, and hyper-automation to provide faster and improved customer experience and personalized and predictive customer experience by adopting customer journey analytics and cloud-native applications, and more.

With over 25 years of contact center experience and delivering over a billion customer interactions every year, Servion knows what it takes to design an exceptional customer-centric contact center solution. Servion is a lifecycle technology service provider that covers all aspects, including planning, building, running, and optimizing contact center technologies to ensure our customers deliver exceptional experiences.

Servion has helped numerous customers design and implement remote contact center solutions, AI-powered self-service solutions, cloud contact center migration, workforce optimization, and managed services. Some of the stand-out case studies include the world's second-largest chemical producer who wanted to migrate from the on-premise contact center to a cloud contact center cloud solution that would ensure business continuity during the pandemic. Servion designed and migrated the clients' contact center to the cloud in 5 business days, migrated 450+ agents to work from home, and helped improve responsiveness and agent availability.

Servion's strength has been its ability to continuously transform its offers, deliver and retain customers by being a one-stop-shop for all contact center & CX needs. Servion's most significant achievement has been its ability to transform without comprising the quality of services which is evident in its 78 NPS score – amongst the best in the industry. Servion is a lifecycle technology service provider that supports businesses with varying contact center challenges and technologies. One of the US's largest physician-owned outpatient medical imaging providers signed up Servion to design their cloud contact center solution, integrate it with their unified communications platforms, and implement AI-powered self-service solutions and experience management. This project is a testament to Servion's full lifecycle contact center solution capabilities. IE