The pressures of "Always on" availability and of reaching out and remaining connected with customers in remote locations is perhaps more unique to the finance industry than any other. With IT as the key enabler, the finance industry is looking to IVR solutions as an integral part of their call centre services to reduce call-waiting time and to increase customer background information at the time of a live agent taking the call. While this increases the professionalism with which the live agent is able to address the customer when he or she comes online, it also strengthens the customer confidence and satisfaction.

Various IVR related applications are dominating customer service related matters - whether they are routine account enquiries or more complex transactions like special services for top-line customers. Customers prefer to complete simple and routine tasks using voice prompts and want to be assisted by live agents for more complex transactions. Skills-based routing, based on intuitive automated prompts has proved to be a significant cost-saver for the finance industry and time-saver for their customers. Speech applications are helping the stock trade industry to give stock information to customers without wasting much time.

Typical Engagements

Consumer self service solution via phone using Nortel Periphonics IVR system for services such as balance enquiry

Speech recognition or Dual Tone Multi Frequency (DTMF) interactions with customers

Integration with backend servers or hosts for information exchange