Contact Center Solutions

CCMAn? SnASPC1
Speech-enab|ed Lnterpr|se Mob|||ty So|unons
unlphore's mlsslon ls Lo enable enLerprlse moblllLy by connecung buslnesses Lo
cusLomers, employees, and parLners Lhrough volce blomeLrlcs, mulu-llngual
speech recognluon and comprehenslve moblle Lechnologles.
loneer ln lndlan Language Speech 8ecognluon and volce 8lomeLrlcs
soluuons on a Cloud
4 years old wlLh large enLerprlse cusLomers and a lorLune 300 enuLy
rovldlng volce-based soluuons across a varleLy of verucals, lncludlng
many of Lhe mosL presuglous banks and nanclal servlces companles ln lndla
lnnovauons ln 8anklng hlghllghLed ln 1lmes of lndla, lorbes lndla, Plndu 8uslness
Llne, 1echCruch and many oLhers
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AuLhenucauon
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unlphore can prov|de you w|th an IVk, or enhance your current IVk
wlLh 8anklng lv8, Speech navlgaLed lv8, and volce AuLhenucauon lv8
All soluuons are avallable ln 11 Ind|an |anguages
All soluuons can be de||vered on the c|oud or on premlse
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Cpuon 1
IVR
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So|unon Ieatures
uses pre-recorded vo|ce prompts and menus Lo presenL lnformauon and
opuons Lo callers, and Louch-Lone Lelephone keypad enLry Lo gaLher responses
volce conrmauon ls glven back Lo Lhe user Lo ensure all lnformauon and daLa
keyed ls correcL.
Muluple Lelephone llne supporL boLh on Ana|og and D|g|ta|
Advanced call screenlng and call swlLchlng opuons
lull logglng of callers' deLalls and all Lhe selecuons made durlng Lhe call
Mu|n-Language support
Soluuon |ntegrates w|th bank's ex|snng contact center lnfrasLrucLure, MlS, or
C8M
So|unon 8enehts
Lnhance customer sansfacnon by reduclng busy slgnals and hold umes
keduce costs by auLomaung many call cenLer funcuons
More emc|ent and cosL-eecuve meLhod of servlclng Loday's cusLomers
Cloud-based dellvery requ|res no huge cap|ta| Investments Lo bulld or expand
servlces
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Cpuon 2
Banking IVR
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So|unon Ieatures
So|unon 8enehts
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Allows cusLomers Lo access AccounL, Loans & lnvesLmenL Servlces from Lhe
comforL of Lhelr home, omce or on Lhe move
ConnecLs lv8 Lo core banklng sysLem so LhaL cusLomers can LransacL over Lhe
phone
lnLegraLes alerL feaLures, enabllng cusLomers Lo recelve balance alerLs, learn of
poLenual ldenuLy Lhe or accounL fraud, eLc.
Accepung Louch-Lone paymenLs a||ows customers w|thout |nternet access to
transact e|ectron|ca||y
Increased customer sansfacnon Lhrough access Lo banklng servlces 24 hours a
day
lLCW
Core 8anklng SysLem
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You are now verified. Please press the number of
the service you would like to avail.
1. 8alance lnqulry
4. lunds 1ransfer
3. 8ecurrlng ueposlL 6. ln Change
8. 8emluance
7. SLaLemenL
9. Loan aymenL
2. llxed ueposlL 3. Card Acuvauon
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Cpuon 3
Speech-Navigation IVR
SLLCP 8LCCCnl1lCn
Speech kecogn|non ls Lhe ablllLy of a
program Lo undersLand and carry ouL
spoken commands:
8ackground nolse cancellauon,
semanuc lnLerpreLauon, and
grammar speclcauon
Lnables naLural, human-llke
conversauons and sausfylng
lnLeracuons.
Un|phore's Speech kecogn|non
techno|ogy understands and
responds to the parncu|ar
character|sncs and nuances of 11
|anguages and over 100 Ind|an
d|a|ects.
Speech kecogn|non
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So|unon Ieatures
CusLomers nav|gate the system through speech-dr|ven commands wlLh Speech
8ecognluon
Cnce auLhenucaLed, cusLomers speak any servlce or lnformauon Lhey wlsh Lo
avall
All users can engage Lhe sysLem ln any one of 11 Ind|an |anguages
Surveys bullL lnLo volce calls Lo lnLeracuvely collecL valuable lnformauon and
LesL cusLomer sausfacuon
Automated outbound vo|ce ca||s for paymenLs remlnders, paymenL
conrmauons, fraud alerLs, eLc.
So|unon 8enehts
rovlde cusLomers wlLh a persona||zed se|f-serv|ce experlence ln Lhelr local
language
keduces customers' ca|| duranons by ellmlnaung Lhe need Lo navlgaLe lengLhy
lv8 menus, and provldes a sLreamllned servlce. 1hls leads Lo ma[or cost
sav|ngs.
8educes Lhe banks cosL Lo serve cusLomers, as se|f-serv|ces e||m|nates the
need for human agents up Lo 73 of Lhe ume
Gather usefu| |ns|ghts from cusLomers Lhrough surveys
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vClCL Au1PLn1lCA1lCn lv8
Cpuon 4
Voice Authentication IVR
A vo|cepr|nt ls a paLenLed serles of
algorlLhms & measuremenLs LhaL represenL
a seL of feaLures exLracLed from a person's
volce:
unlque Lo each person & closely
relaLed Lo Lhe vocal LracL shape and
mouon pauers
LncrypLed maLhemaucal
measuremenLs, sLored as 8LC8s
AccuraLe over many communlcauon
channels, such as Lelephone, moblle
phone and volceover l.
Un|phore's Vo|ce 8|ometr|cs Lng|ne
captures over 30 parameters of an
|nd|v|dua|'s vo|ce
Vo|ce 8|ometr|cs
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So|unon Ieatures
So|unon 8enehts
uramaucally enhances secur|ty of cusLomer lnLeracuons
CreaLes a more convenlenL cusLomer experlence ln whlch users do not have to
remember passwords or mulu-dlglL lns or Card numbers.
CusLomer's experlence a persona||zed se|f-serv|ce experlence ln Lhelr local
language
8educes Lhe banks cosL Lo serve cusLomers, as se|f-serv|ces e||m|nates the
need for human agents up Lo 73 of Lhe ume
AgenLs focus on Lhe problem aL hand raLher Lhan spendlng ume on ldenuLy
verlcauon
Cverall shorter ca||er wa|t nmes, faster ca|| hand||ng nmes and |ower ca||
abandon rates.
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Customer authenncates the|r |dennty us|ng Vo|ce 8|ometr|cs ln order
Lo access accounL lnformauon or LransacL, replaclng agenL-asslsLed
personal quesuons or low-securlLy passwords
used Lo auLomaLe lmporLanL funcuons such as ln change, whereln
users auLhenucaLe Lhelr ldenuLy uslng volce 8lomeLrlcs, Lhen can
auLomaucally reseL Lhelr password
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1. Welcome Lo Lhe CusLomer self-servlce porLal. WhaL
would you llke Lo do? CeL mlnl sLaLemenu, updaLe
personal deLalls or lund 1ransfer
2. lund 1ransfer
3. ?ou sald lund 1ranfer. ls LhaL rlghL ?
4. ?es
6. 1he sysLem wlll auLhenucaLe your volce as a securlLy measure. lease say your passphrase
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9. ?ou are now auLhenucaLed. CurrenL 8alance ln Savlngs accounL ls 10,436 rupees. CurrenL
8alance ln Checklng accounL ls 16,398 rupees.
10. lease say Lhe name of Lhe accounL you would llke Lo send Lhe money from
11. Savlngs
12. lease say Lhe name of Lhe accounL Lo whlch you would Lransfer Lhe funds Lo
13. Checklng.
14. lease speclfy amounL you would llke Lo Lransfer
13. 3,600 rupees.
16. 3600 rupees wlll be Lransferred from your Savlngs Lo your Checklng accounL. lease say
yes Lo Conrm
17. ?es
1hank you
www.unlphore.com