Phone / Mobile / Voice Banking & Speech Recognition
The call center remains one of the most used strategic channels in the Financial Services market and organizations throughout the world are using customer interactive systems to improve quality and speed of service, increase revenues and reduce labor costs. The benefits and the relationships that can be built are enormous by leveraging the real power of technology available today.
INTRACOM IT SERVICES through its partnership with Nortel Networks offers a unique combination of best-of-bread technology and advanced "off-the-shelf" applications in Interactive Voice Response Systems ( IVR ), computer telephony integration ( CTI ), advanced speech recognition and speech verification technology ( Voice Banking ). Its successful implementations for a variety of financial services, telecom and retail organizations guarantee the deployment of state-of-the-art infrastructure and value-added applications, in line with expectations of our contemporary business environment.
Leveraging on our broad technology expertise and installed base of service provider and enterprise customers, we can help our customers to succeed in their technology transformation efforts through robust, intelligent and secure solutions that provide growth opportunities by enabling new services and applications.
INTRACOM IT SERVICES' advanced solutions:
- Improve contact center efficiency by automating routine requests and freeing agents for more complex inquiries
- Deliver friendlier self-service and more personalized customer experience through robust, multi-language advanced speech capabilities
- Extend Web applications to callers by utilizing VoiceXML, Java, and other Internet technologies
- Integrate easily into the existing infrastructure without costly re-engineering, by supporting a wide variety of networking and computing protocols
- Support a hybrid environment of traditional and VoIP telephony protocols that enables smooth transition to VoIP without costly hardware upgrades
- Expand size and capability easily so that organizations can buy what they need today, accommodate future growth, and protect their investment
- Streamline system configuration and management with intuitive browser-based toolset to reduce operating costs.
Key Technology Trends
INTRACOM IT SERVICES' advanced solutions are designed using key contemporary technologies:
Large Vocabulary Recognition (LVR)
Being a technology that recognizes tens of thousands of words with high accuracy. LVR allows the automation of many different types of transactions, eliminating the need for complex and confusing navigation. The ability of LVR to recognize natural numbers, monetary amounts, dates, and times can further reduce transaction time.
Natural Language Understanding (NLU)
With the conversational interaction that NLU technology provides, the customers can say what they want directly, use alternate expressions for menu selections, and provide multiple pieces of information in a single phrase. This enables your company to automate certain revenue-generating calls that are used more effectively from customers.
Utilizes biometric technology to verify a caller's identity based on the unique characteristics of his or her vocal patterns. It lets the system to compare live speech samples to stored voice prints to quickly and accurately authenticate the caller, complementing or replacing other authentication methods, such as touch-tone PINs or passwords.
Text to Speech (TTS)
Being a technology that converts ordinary text into intelligible speech, TTS is extremely useful for large amounts of alphanumeric data that must be spoken to callers, or when a list of selections changes regularly. TTS technology has reached a maturity point that ensures the excellent, natural, quality of the resulting speech, moving away from simple digitized voice.
Nowadays businesses have tremendous investment in data and Web infrastructures in order to interact with their customers through personal computers, PDAs, and other hand-held devices. VoiceXML is an industry-standard method for writing touch-tone and voice recognition scripts. VoiceXML scripts can be dynamically generated for quick customization, so that the voice menus adapt for each caller and provide the optimum level of customer service. The use of the same scripts without changes ensures interoperability between the Internet and telephone devices.
SMS messages are the most popular way of communication after speech, thus are supported seamlessly either by using natively developed protocols or by interfacing with SMS gateway systems, giving the ability of producing SMS-based services of any kind.
Key Services for the Financial Organization
In today's digital information highway more and more financial
institutions wish to offer mobile banking services to their
customers. Following the latest trends and evolution in wireless
technology and business practices throughout the globe, INTRACOM
IT SERVICES has exploited and incorporated such
technologies into its software products. The result is the
foundation of an open and scalable e-application environment
performing various cash management, trading and financial
transactions through new delivery channels such as the Internet,
mobile phones and PDA's. E-Business
solutions for Phone/Mobile Banking are now available under
a totally secured, integrated and easily customizable platform
verifying the strategic commitment of
INTRACOM IT SERVICES to providing innovative solutions
with highly specialized expertise.
Location Based Services
INTRACOM IT SERVICES offers an integrated system with speech recognition and SMS messages capabilities, that enables the implementation of virtually an unlimited number of self-service location based services. The user can navigate through the menus by speaking to the speech recognition system, state his starting and ending point and receive a routing result immediately, in voice format over the phone, or in text format through text messages, fax and e-mail , i.e. guiding the user to the closest ATM or Bank. The Speech Navigation System can be integrated virtually to any informational infrastructure by using well-known and testing protocols such us TCP/IP, HTTP and XML.
The combination of key technologies provides the ability to
go beyond Voice Portal technology to what is called Media
Portal. The Media Portal technology gives your enterprise
the opportunity to play a leading role in the market by providing
high-end automated services, 24 hours a day, 365 days a year,
through a multi-channel environment, that combines speech
recognition and synthesis, SMS messages, e-mail and fax. INTRACOM
IT SERVICES experience ensures the high level of services
seamlessly fitted to organizational needs.