Uniphore IVR banking solutions

Contact Center Solutions

COMPANY SNAPSHOT

Speech-‐enabled Enterprise Mobility Solu6ons

•  Uniphore's mission is to enable enterprise mobility by connec=ng businesses to customers, employees, and partners through voice biometrics, mul=-‐lingual speech recogni=on and comprehensive mobile technologies.

•  Pioneer in Indian Language Speech Recogni=on and Voice Biometrics solu=ons on a Cloud

•  4 years old with large enterprise customers and a Fortune 500 en=ty

•  Providing voice-‐based solu=ons across a variety of ver=cals, including many of the most pres=gious banks and financial services companies in India

•  Innova=ons in Banking highlighted in Times of India, Forbes India, Hindu Business Line, TechCruch and many others

CONTACT CENTER SOLUTIONS

IVR Banking IVR

IVR connected to the core banking system, enabling transac7ons

over the IVR

Speech Navigated IVR

Rather than pressing bu;ons, customers use speech-‐based

inputs to navigate the IVR

Voice Authen=ca=on

IVR Customers

authen7cate their iden7ty through Voice

Biometrics, automa7ng and

enhancing security

•  Uniphore can provide you with an IVR, or enhance your current IVR with Banking IVR, Speech Navigated IVR, and Voice Authen=ca=on IVR •  All solu=ons are available in 11 Indian languages •  All solu=ons can be delivered on the cloud or on premise

IVR

Op=on 1

IVR

IVR

Solu6on Features •  Uses pre-‐recorded voice prompts and menus to present informa=on and

op=ons to callers, and touch-‐tone telephone keypad entry to gather responses •  Voice confirma=on is given back to the user to ensure all informa=on and data

keyed is correct. •  Mul=ple telephone line support both on Analog and Digital •  Advanced call screening and call switching op=ons •  Full logging of callers' details and all the selec=ons made during the call •  Mul6-‐Language support •  Solu=on integrates with bank’s exis6ng contact center infrastructure, MIS, or

CRM

Solu6on Benefits

•  Enhance customer sa6sfac6on by reducing busy signals and hold =mes •  Reduce costs by automa=ng many call center func=ons •  More efficient and cost-‐effec=ve method of servicing today’s customers •  Cloud-‐based delivery requires no huge capital Investments to build or expand

services

BANKING IVR

Op=on 2

Banking IVR

IVR

Solu6on Features

Solu6on Benefits

BANKING IVR

•  Allows customers to access Account, Loans & Investment Services from the comfort of their home, office or on the move

•  Connects IVR to core banking system so that customers can transact over the phone

•  Integrates alert features, enabling customers to receive balance alerts, learn of poten=al iden=ty the\ or account fraud, etc.

•  Accep=ng touch-‐tone payments allows customers without internet access to transact electronically

•  Increased customer sa6sfac6on through access to banking services 24 hours a day

FLOW

Core Banking System IVR

“You are now verified. Please press the number of the service you would like to avail.”

1. Balance Inquiry 4. Funds Transfer

3. Recurring Deposit 6. PIN Change

8. Remicance

7. Statement

9. Loan Payment

2. Fixed Deposit 5. Card Ac=va=on

BANKING IVR

SPEECH NAVIGATION IVR

Op=on 3

Speech-Navigation IVR

SPEECH RECOGNITION

Speech Recogni6on is the ability of a program to understand and carry out spoken commands:

•  Background noise cancella=on, seman=c interpreta=on, and grammar specifica=on •  Enables natural, human-‐like conversa=ons and sa=sfying interac=ons.

Uniphore's Speech Recogni6on technology understands and responds to the par6cular characteris6cs and nuances of 11 languages and over 100 Indian dialects.

Speech Recogni6on for voice-‐navigated transac0on


CONTACT CENTER Solu6on Features

•  Customers navigate the system through speech-‐driven commands with Speech Recogni=on

•  Once authen=cated, customers speak any service or informa=on they wish to avail

•  All users can engage the system in any one of 11 Indian languages •  Surveys built into voice calls to interac=vely collect valuable informa=on and

test customer sa=sfac=on •  Automated outbound voice calls for payments reminders, payment

confirma=ons, fraud alerts, etc.

Solu6on Benefits

•  Provide customers with a personalized self-‐service experience in their local language

•  Reduces customers’ call dura6ons by elimina=ng the need to navigate lengthy IVR menus, and provides a streamlined service. This leads to major cost savings.

•  Reduces the banks cost to serve customers, as self-‐services eliminates the need for human agents up to 75% of the =me

•  Gather useful insights from customers through surveys


VOICE AUTHENTICATION IVR

Op=on 4

Voice Authentication IVR

A voiceprint is a patented series of algorithms & measurements that represent a set of features extracted from a person’s voice:

•  Unique to each person & closely related to the vocal tract shape and mo=on pacers • Encrypted mathema=cal measurements, stored as BLOBs •  Accurate over many communica=on channels, such as telephone, mobile phone and Voiceover IP.

Uniphore’s Voice Biometrics Engine captures over 30 parameters of an individual’s voice

Voice Biometrics for user authen0ca0on


IVR

Solu6on Features

Solu6on Benefits

•  Drama=cally enhances security of customer interac=ons •  Creates a more convenient customer experience in which users do not have to

remember passwords or mul=-‐digit PINs or Card Numbers. •  Customer’s experience a personalized self-‐service experience in their local

language •  Reduces the banks cost to serve customers, as self-‐services eliminates the

need for human agents up to 75% of the =me •  Agents focus on the problem at hand rather than spending =me on iden=ty

verifica=on •  Overall shorter caller wait 6mes, faster call handling 6mes and lower call

abandon rates.


•  Customer authen6cates their iden6ty using Voice Biometrics in order to access account informa=on or transact, replacing agent-‐assisted personal ques=ons or low-‐security passwords •  Used to automate important func=ons such as PIN change, wherein users authen=cate their iden=ty using Voice Biometrics, then can automa=cally reset their password

CONTACT CENTER USE CASE

Use Case: Voice-‐based Fund Transfer Through Speech Recogni0on and Voice Biometrics

1. Welcome to the Customer self-‐service portal. What would you like to do? Get mini statemenc, update personal details or Fund Transfer

2.  Fund Transfer 3.  You said Fund Tranfer. Is that right ? 4.  Yes

6.  The system will authen=cate your voice as a security measure. Please say your passphrase 8. Customer says the password specified during enrollment ( E.g.: India is a great country) 9. You are now authen=cated. Current Balance in Savings account is 10,456 rupees. Current

Balance in Checking account is 16,398 rupees. 10.  Please say the name of the account you would like to send the money from 11.  Savings 12. Please say the name of the account to which you would transfer the funds to 13. Checking. 14. Please specify amount you would like to transfer 15. 5,600 rupees. 16.  5600 rupees will be transferred from your Savings to your Checking account. Please say

yes to Confirm 17. Yes

Thank you

www.uniphore.com

Technology

Uniphore IVR banking solutions