In New Delhi: Servion Global Solutions has bagged a contract from Yes Bank, under which, it will deploy a banking speech recognition enabled Interactive Voice Response (IVR) system for its customers.
Claimed to be the country's first banking speech recognition IVR, the self service system would expect Yes Bank customers to obtain quick and easy access to information in Hindi and English through a voice-enabled system.
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," Rana Kapoor, founder, MD and CEO, Yes Bank has said.
The contact center solution is employed by Cisco Unified Contact Center Enterprise (Unified CCE) on a Cisco IVR platform, Nuance Open Speech recognizer, and KnoahSoft voice logger.
The solution aims to 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, the company informs.
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