Yes Bank, has entered into a partnership with Servion Global Solutions, a specialist in Customer Interaction Management (CIM), to deploy a banking speech recognition enabled Interactive Voice Response (IVR) system.
Claimed to be the country's first banking speech recognition IVR, this self service system should help Yes Bank customers to obtain quick and easy access to information in Hindi and English through a voice-enabled system. The bank hopes to provide a personalized customer service through Servion's speech recognition enabled IVR solution. According to Yes Bank, this will enable them to automate and manage the entire transaction process flow. The voice-enabled service also provides e-mail and Web chat to facilitate communication through a unified platform.
"In the absence of legacy issues, Yes Bank will be able to quickly and efficiently rollout the system. We have witnessed a significant buildup of our unique Branch Banking model and will continue to strengthen it through the implementation of this state-of-the-art technology platform nationally," said Rana Kapoor, founder, MD and CEO, Yes Bank. According to Kapoor, Servion not only walked them through the speech user interface but also seamlessly integrated the contact center solution.
This contact center solution is a combination of Cisco Unified Contact Center Enterprise (Unified CCE) on a Cisco IVR platform, Nuance Open Speech Recognizer, and KnoahSoft voice logger that facilitates intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), speech recognition, and multi-channel contact management through voice, e-mail and chat over an IP network.
