Yes Bank Yields Speech Recognition Benefits With Servion

Yes Bank has entered into a partnership with Servion Global Solutions, a specialist in the Customer Interaction Management (CIM) domain, to deploy India’s first banking speech recognition enabled Interactive Voice Response (IVR) system. This self-service system will ensure that the Yes Bank customer will have easy and quick access to information in Hindi and English through a voice-enabled system, increasing the efficiency of the transaction.

Servion implemented this contact centre solution, which is a combination of Cisco Unified Contact Center Enterprise (Unified CCE) on a Cisco IVR platform, Nuance Open Speech Recognizer, and KnoahSoft voice logger that facilitates intelligent call routing, network to desktop Computer Telephony Integration (CTI), speech recognition, and multi-channel contact management through voice, e-mail and chat over an IP network.

Servion’s speech recognition enabled IVR solution will enable Yes Bank to offer personalised customer service and will ensure consistent customer care. This solution will allow the bank to automate and manage the complete transaction process flow. Apart from the voice-enabled service, this solution also provides e-mail and Web chat on a single Internet protocol. This is an effort to provide intelligent communication to the customer and facilitate informative communication through a unified platform.

Rana Kapoor, Founder/ Managing Director & CEO, Yes Bank, said, “This technology-driven offering will enhance our capabilities further for our customers. In the absence of legacy issues, Yes Bank will be able to quickly roll out the system. We have witnessed a significant build-up of our Branch Banking model and will continue to strengthen it through the implementation of this technology platform nationally. It was indeed a pleasure working with Servion, who not only walked us through the speech user interface but have also seamlessly integrated the contact centre solution. We are confident that with their support and commitment, we will be able to strengthen our business growth.”