YES Bank says yes to CIM - CIOL News Reports

YES Bank says yes to CIM and IVR

To deploy India's first banking speech recognition enabled Interactive Voice Response (IVR) system

Monday, February 08, 2010

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NEW DELHI: YES Bank has entered into a partnership with Servion Global Solutions, a player in the Customer Interaction Management (CIM) domain, to deploy India’s first banking speech recognition enabled Interactive Voice Response ( ) 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, as a press release adds.

Servion implemented this comprehensive Contact Center 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.

YES BANK has been successful in implementing technology systems that have been able to deliver a complete Banking platform to its customers. Servion’s speech recognition enabled IVR Solution will enable personalized 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 comprehensive 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.

Describing this as a significant milestone in establishing YES BANK as a high quality, technology driven, private Indian Bank, Rana Kapoor, Founder/Managing Director & CEO, YES BANK said, “This technology-driven offering will enhance our cutting edge capabilities further for our customers. In the absence of legacy issues, YES BANK will be able to quickly and efficiently rollout the system. We have witnessed a significant buildup of our unique Branch Banking model and will continue to strengthen it through the implementation of this state-of-the-art 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 Center solution. We are confident that with their support and commitment, we will be able to strengthen our rapid business growth.”

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