YES BANK, India’s new age private sector Bank enters into a partnership with Servion Global Solutions, a specialist in the Customer Interaction Management (CIM) domain, to deploy India’s first banking speech recognition enabled Interactive Voice Response (IVR) system. This self service system will ensure that the YES BANK customer will have easy and quick access to information in Hindi and English through a voice enabled system, increasing the efficiency of the transaction.
Servion implemented this comprehensive Contact Center solution which 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.
YES BANK has been successful in implementing state-of-the-art, high-powered technology systems that have been able to deliver a complete Banking platform to its customers. Servion’s speech recognition enabled IVR Solution will enable personalized customer service and will ensure consistent customer care. This solution will allow the Bank to automate and manage the complete transaction process flow. Apart from the voice enabled service this comprehensive solution also provides e-mail and web chat on a single internet protocol. This is an effort to provide intelligent communication to the customer and facilitate informative communication through a unified platform.
Describing this as a significant milestone in establishing YES BANK as a high quality, technology driven, private Indian Bank, Mr. Rana Kapoor, Founder/Managing Director & CEO, YES BANK said, “This technology-driven offering will enhance our cutting edge capabilities further for our customers. 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. It was indeed a pleasure working with Servion who not only walked us through the speech user interface but have also seamlessly integrated the Contact Center solution. We are confident that with their support and commitment, we will be able to strengthen our rapid business growth.”
Says K. N. Murali, Vice President & Head - India for Servion, “As a consultative specialist in the CIM domain, Servion focuses on understanding the business needs of the customer and designing a solution aligned to those needs. We are proud to be part of this deployment which is India’s first banking speech recognition enabled IVR. This deployment which empowers customer contact is a clear indication of YES BANK’s commitment to customer centricity.”