Next Generation Voice & IP Platform

Let’s take the example of Banks

Voice Connect makes transactions or enquiry easy for your Customers as it will help the customer to call from the comfort of their home or office, any time, just by picking up and dialing using the normal telephone or through VoIP phones.

Customers calling into the system can identify themselves by punching the T-Pins on their telephone set. The Voice Connect then will prompt and will guide the customer through the various Simple-to-follow instructions, using these instructions the customer can make enquiry or transactions.

Benefits of Voice Connect

From standard services to completely customized products, we can quickly address your needs and provide a single source for your IP Telephony solutions.

Technical Features

Business Features

Universal Voice Framework – Voice Connect developed on Universal Voice Framework that supports multi-language and can take multiple modes of input and output. It can work in any language by just changing the Voice Front and speech engine used with Voice Connect. Built on open standards it can support multiple speech engine as well.

Adaptive Intelligence – Adaptive Intelligence allows the system to understand, associate and adapt virtually any response uttered by the caller over a period of time. The built-in customer behavior pattern analyzer provides the most “natural” kind of customer service. Suppose a customer is used to saying ‘what is left over in my account” but the system understand a key word “account balance”. Most of the existing systems will frustrate you by saying “Sorry sir please repeat I did not understand”. But Voice Connect will first time ask you “Sorry Sir I did not  understand – did you mean account balance”. If you say Yes, it profiles your jargon and next time you say “what is left over” , it directly gives you your account balance. This feature is not only important from a customer satisfaction stand point but also from bank stand point as all these calls end up in call centers with toll free numbers.

Speakons – Built in Voice Connect Standard components for banking and financial institutions. In future if the bank wish to handle Insurance customers also, they just need to buy software components from us and deploy in the same hardware. Voice Connect will start speaking the language of Insurance as well. This way banks will save cost on training new employees or agents, giving them space, giving them training etc. e-Mail Reader - Today, the customers are dependent on e- mail communication, they want to access it from everywhere, and the need for alternatives to internet is increasing. Voice Connect e-Mail Reader, allows customers to access and manage their business emails any time day or night via mobile or phone. It uses advanced TTS Engine for reading out emails from any POP based email service. The email messages are converted to synthesized natural human speech. Customers can listen, delete, skip email messages or record a reply that will be converted to a voice file and sent back as an email.

Personalized Phone Banking (PPB) – A unique feature that enables customers to select a set of menus on the phone banking system based on his/her preferences. Once the customer has  Personalized the menu, the next time the customer calls the Phone Banking, the personalized menu alone will be offered to the caller. Voice Connect also provides the flexibility of :

• Modify / Delete the Personalized Settings.
• Switch to normal flow.

Advantages are:

• Customers have the choice of selecting their own call flow based on their preferences.
• The Customer’s preferred transactions are available under single menu. Hence, maneuvering to endless menus is not required; there by the talk time is reduced.

Phone Banking Daily News Broadcasting (PBDNB) – Voice Connect helps banks to provide special services to their premium customers. The phone banking daily news broadcasting is a feature that calls the registered premium customers at specified time and plays the banking transactions of the day in an interactive and natural way quite similar to listening to daily news on Radio.

Mood Base – A behavioral response analyzer, which identifies caller behavioral characteristics by dynamically analyzing the predetermined characteristics of the caller's touch-tone/speech responses. By automatically detecting the mood and switching the call to customer care executive, who are good at handling these types of calls, the transaction will be handled more smoothly, more quickly and with more customer satisfaction. Voice Connect supports Mood Base provided that the Speech Engines provide the native API to process the behavior patterns.

Quick Reach – Quick Reach is a pre defined code that helps touch-tone callers to navigate faster to the option they want instead of traversing several menus and submenus to access the desired information.