Voice Solutions for Next Generation Banking

The modern day customers’ demands are growing beyond regular online, phone and mobile banking

services. To stay competitive, banks aim at enriching the customer experience through innovative yet

secure Voice Solutions. Globally, Speech Analytics market is estimated to grow from $456 million in

2014 to $1.33 billion in 2019 and fuels the growing usage of voice technologies across industries.

Uniphore Software Systems provides technology solutions which extend the arms of both phone and

mobile banking to increase customer engagement via latest voice technologies such as speech

recognition, voice biometrics, voice assistant, and audio mining. These solutions help banks offer

personalized, user-friendly, secure and customer-centric mobile banking experience to its clients. Banks

focusing on providing innovative and rich user experience for customers can leverage Uniphore’s voice

solutions to enable on-the-fly, simple and secure financial transactions.

How does it help banks?

The next generation banking is about increasing customer engagement and drive deeper relationships

with their customers. To achieve that and provide highly personalized user experience, banks are

globally adapting these voice solutions:

Voice Biometrics – Voice Biometrics provides next generation security for the banks to

authenticate its customers. To gain access, the customer has to authenticate using their

voiceprint which is as unique as their fingerprint and it is impossible to forge. It can be deployed

over IVR and data-enabled applications to provide support across all mobile devices and

platforms.

Speech Recognition – Speech Recognition is the ability of an application to understand and carry

out spoken commands. With speech recognition integrated in the phone banking, banks can

enable natural, human-like conversations and satisfying interactions with customers. The IVR

system will understand customer’s speech commands and execute appropriate banking

transactions instantly.

Voice Assistant – Voice Assistant is innovative self-service smartphone application that

automates the process of delivering information and processing transactions as per customer

requests. The software also acts as a 24×7 online research agent, delivering real-time, actionable

voice of the customer insights to banks.

Audio Mining – Audio mining is used in customer contact centers to mine recorded customer

interactions for specific keywords or phrases. It provides valuable insight into products, services

and processes to help reduce costs and improve customer satisfaction. It is also used to identify

keywords in real-time customer calls for numerous cross-selling opportunities.

We are happy to announce that Uniphore Software Systems is partnering with Certero to launch the

voice solutions in the upcoming Cards and Payments Middle East – 2014 event for the Middle East

market!

Source: http://www.totalpayments.org/2014/04/29/voice-solutions-next-generation-

banking/#sthash.IxiwuOa8.LMKnYQXI.dpbs