Türkiye Finans – Customer Experience & Speech
Technology:Genesys, Text to Speech
Who are Turkiye Finans?
Türkiye Finans Participation Bank is one of the well-established participation banks of Turkey that has been operating with its strong capital structure and vision since 2005, with the National Commercial Bank as its main shareholder owning 67.03% of its shares.
Renewing the company’s technology infrastructure in line with the evolving needs of Türkiye Finans Customer Contact Centre.
What we did?
Renewal of all processes from Call Centre and IVR technology design, software and hardware selection to their implementation and realization by Procat using the Interactive Intelligence and Nuance Speech technology in line with the evolving needs of Türkiye Finans Customer Contact Centre.
What is the result?
Türkiye Finans Customer Contact Centre IVR tree structure has been simplified, and made more understandable from customer’s point of view. In addition, speech functions such as voice biometrics and TTS, which will make customer receive services faster, have been used. With CIC 4.0 -dialer 4.0 (upgrade from 3.0) transition, it has been possible for customer to make transactions without agency connection on inbound side. With the works carried out on Speechouse side, customer can now receive services faster and safer by passing the security steps just using their voices without the need of clicking any keys for password or giving personal information thanks to the use of voice biometrics.