Programmable Telecoms in Finance Industry

Utku Yavuz

Collaboration Services Specialist Garanti Technology

Agenda❖ Turkish Finance Industry and Garanti Bank

❖ Customer Satisfaction

❖ Programmable Telecoms Role in Customer Satisfaction

❖ TADs Effect on Enterprises for Implementing Programmable Telecoms

❖ Case Study - Translator Bot

❖ Q&A

Turkish Finance Industry

~80 million~40 million < age 30

52 Financial Institutes

45 million Internet banking users50% Internet Penetration

97% Mobile Subscription

❖ Send/Receive money via social media (Facebook).

❖ Biometric authentication in ATMs.

❖ QR-Code authentication in ATMs.

❖ Send/ask for money to/from phone numbers.

❖ Fingerprint/Eye-verify log-in to mobile apps.

❖ Contactless payment.

❖ Payment via mobile phone.

❖ Voice activated transactions.

❖ Chat based financial assistant.

❖ Branch appointment via mobile application.

❖ Video-based credit applications.

Garanti Bank

❖ 2nd largest private bank by asset size

❖ 14.6 million customers

❖ 963 branches

❖ 4.757 ATMs

❖ 70 million customer interactions via contact center

❖ 4.1 million active mobile banking users

Customer Satisfaction

Customers feeling non appreciated by the companies 58%

Customers who rather clean a toilet to contact customer service 38%

Customers who stopped doing business due to poor support 49%

Programmable Telecoms for Customer Satisfaction

❖ Trust

❖ Ease of access

❖ Listening customers more

❖ Making customer a part of the process

Garanti Examples

Remote Expert Remote RelationshipManagerFull Support

Garanti Bot

Chatbot for

EmployeesDigital HR

TADs Effect on Enterprises

❖ Bureaucratic barriers

❖ Not being familiar with technology vendors

❖ Being afraid of changing the old technologies

❖ Lack of employee know-how

❖ Being able to demonstrate enterprise management what can be achieved using programmable telecoms

❖ Meeting with new technology vendors

❖ Having an experience on new technologies and chance to see how easy it is to implement

❖ Employees gain know-how

Case Study - Translator Bot

Merhaba

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