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About Sestek

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About Sestek

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About Sestek

  1. 1. e ï í : í . Speech, Enabled íaf"i'ealare ? eduw/ agies
  2. 2. X / TEK www. sestek. com ALHV! "i : EEST WEH' SESTEK (Speech Enabled Software Technologies) is a speech and communication technology company operating since 2000 as the market leader in Turkey with its best-in-class products. It has a financial power proven by Deloitte FAST 50 & FAST 500 programs consecutively from 2008 onwards, a pioneer role in university-industry collaboration, unique patented technologies and strong references from the leading companies of Turkey. ÉuãL3f9Hã Technology FaStSOO íMåL7ñÊUí l' L Technology FaStSO
  3. 3. SOLUTIONS OF SESTEK VCWÊIEÉ EIIÊIIVIEÊTFCICIÊL VCllfÉIEÊ CIF TFIEÊ CïlslTTlTllXAlE? ” “ïcïllglýif FICINÉ; íïlf lÊl_. lg ITICJMï; l lTlCllXlïä EÉEIITEÃXIIXIIXAIEÊPVFF ÉÃLTMLLMLTFKIITIMTITI ÊIÃIÊFFÊTIÃXÃIEÊQ ÊiEÉFčX/ IIÉÉ f' PF Ell Il IlTFlX/ FFY fšłz. L. . AXlTFCIIVIAXZFIíÃIIXl ÊïC
  4. 4. X / TEK www. sestek. com vlvlli; _= il~'IlvAI; 'l': łl*: :1:ivm lüfløł: x . ..a / kák W With SESTEK Voice Biometrics Solutions you obtain not only customer Satisfaction and enhanced security but also optimize your processes by the replacement of time-consuming routines such as Conventional password reset. Here is a list of Voice Biometrics Solutions that make life easier for you and your customers: Vocal Passphrase verification On-the-Go Speech Enabled Password Reset Blacklist ldentification Speech Enabled Second Factor Authentication Mobile Device Authentication
  5. 5. X jTEK www. sestek. com vl~“ll“ïš] 'Ir iïl; 'il EJÊ`FVIIVAIEÊI< : Fly lflfmł: ił. "T" c t! , - ~ *n ' Af; i' , l l SESTEK Voice of the Customer captures data directly from customers through Customer Feedback and indirectly from interaction records from all channels such as phone, social media or web. The combination of all the channels provides a holistic view of the customer behavior and enables progressive and visually augmented analytics. The synergy of the individual components such as Quality Management and Speech Analytics allows for extended quality management capabilities and betterjudgment based on comparative evaluations such as between Quality Management and Customer Feedback. Call Recording Customer Feedback l Speech Analytics Quality Management Social Media Analytics i FCR Analytics
  6. 6. X / TEK www. sestek. com i: 5:' VVIVAIEI! :i Lil : ~*v'| rv: ;:i : u 'wivlls; '1vi»~l lfll. 'Wrmłi TT í ~r 9 *r I V » l) II I *nah ` I ) my " i. . 1 ` . S, = r" E' ' “Illsrn I i; s, _l i a l 11- _"-I l. x A proven customer service automation solution enables a simplified customer interaction, delivers high- quality customer experience and improves the efficiency of the customer service operations. Today many companies adopt speech enabled solutions to increase their revenues, raise customer retentions and decrease their operational costs by operating a wide variety of customer interactions. With the help of SESTEK Customer Services Automation Solutions companies can automate customer interactions and thereby enhance their business efficiency, increase customer Satisfaction and improve their corporate image. Text-To-Speech (TTS) Speech Enabled Auto Attendant Call Steering Speech Recognition (SR) Automated Outbound Dialer Mobile Assistant SDK
  7. 7. X s, _5)))/ TE: < łfñãiłíc N : y-ł-v JY li? "v (illlÊXI- : Il Garanti T _r I f HSBC r TTC www. sestek. com ' l l il i' ` 'i , = l , = "` : - m . ii cg rünxlvenlu INTERNETI ' "Ê Ê IllÊllIHALKBANI( vakifBank 11:ł' ý á li - - b faiiiïïf ~ Êfllïïïzpz' . BuíxhlK A MA
  8. 8. X / TEK www. sestek. com ÊIEITIEIIIÊÊUIVIÉ: Majority of the largest 30 companies in Turkey use our technologies: AA/ nvmèa , n TZzGaranti Emeklilik E U RE K o 4.34 AXA ' aaire/ xx' rim; s 33Rs-'ërï-i~' i Intra- , ~> -». q v ' ' 'T - ųł` íx -». w CSSIDTT _ÊECZGCIIJCISI
  9. 9. X / TEK www. sestek. com : Il IVIVÉÉII: :T FVN” IPÉIÉIVI) L1L"rA1lA. 'Êl'I”Ê1~ cl: .:^. -:lwl""l EIWIEIIÃLFIJII* a A_ g g Garanti Emeklilik, one of l , U r '_, T, -r _gi _ a, __ , ` , ñ j f' , the leading pension p* l 'T -` l -I l l ` »-` l ) l companies ofTurkey, used l ' ~ ' ' 1:” ^ ^ to analyze call center interactions manually. Since call center received hundreds of calls every day, it was impossible to analyze each call accurately. With the implementation of SESTEK Speech Analytics at Garanti Emeklilik Call Center manual analysis process was removed. Speech Analytics allowed call center managers to evaluate all recorded transactions automatically with minimal effort of listening. Many details about transactions were uncovered which gave important insights about performance management, customer Satisfaction and call center processes. Some of the concrete return on investment indicators can be listed as follows: Very high accuracy in automated performance evaluation results While evaluation of agent performance via manual methods may result in subjective ratings, SESTEK Speech Analytics provides a very accurate means of objective evaluation. For example, an agent's Speech which seemed flawless in terms of liveliness when evaluated manually, rated as monotone when evaluated with emotion detection module of Speech Analytics. When this evaluation was compared with the results of customer Satisfaction survey a high level of correlation was observed.
  10. 10. X jTEK www. sestek. com : IlI~”ZVÉS-. >'IJ1:ZFV : «*'#<:1r'; !;~*: #l nømt. rrxvz: x a csmvunrrl aluiaullll: improved agent performance Before SESTEK Speech Analytics, agents claimed that evaluation results were subjective and quite often they objected to their performance Scores. That is why some agents refused to realize their mistakes and did not show sufficient effort to improve their performance. With the help of accurate and reliable analysis of Speech Analytics, agents began to take the evaluation results more seriously which was an important step for performance improvement. improved Self-discipline Before SESTEK Speech Analytics, some agents were not careful enough about following Scripts or using the right tone while speaking. After the implementation, agents realized that all contact center interactions were being recorded and analyzed. Thus awareness of being evaluated continuously caused increased concentration and improved agent performance. increased Script adherence After the implementation, noticeable progress was observed in script adherence and agents began to follow call center Scripts better. For example, the number of calls which lacked information about hold procedures decreased by 88 % and the number of calls which lacked security procedures decreased by 72 %.
  11. 11. sEs)))>TE: < www. sestek. com : il IVIVÉÉII: :TFVILW vIVIVLAIL rI: ::k1r'*~l: vu:1; : vi: In 2011 SESTEK Vocal Passphrase was deployed at AVEA Call Center, one of the leading GSM operators in Turkey. AVEA has a nationwide customer base of 14 million as of the third quarter of 2013. Offering services to 98% of Turkey's population through its next generation network, the company is growing fast both in the corporate and individual services with the brand "AVEA" and constantly investing in technology and infrastructure as well as its organizational structure. Before the implementation of Vocal Passphrase, AVEA Call Center used to verify identities of customers via a manual agent-assisted security procedure. Since the call center receives thousands of calls each day, manual verification method was causing considerable loss of time, increased costs and customer dissatisfaction. After (E) Xfl TTT) the implementation of Vocal Passphrase, customers began to use voiceprints to access AVEA Call Center and in the first year the number of registered voiceprints reached 1 million. Call duration is shortened by 15 Seconds with several thousand dollars of annual saving. Today 1 out of every 5 callers of the AVEA contact center uses vocal passphrase procedure and SESTEK's implementation in AVEA has become one of the top-5 applications in the global market in terms of its enrollment size with its 2M+ enrolled users.
  12. 12. , . X ų _ . ~ _ , . z ` - 47 n ` - -r > H . , i . . . x . V / / / .d V/ 'I / ` lïrïlłF/ lïr/ iwïčïifč (a (ÊC ('ii rríïl AXV/ ilf-. fžłil íâalnlplïlsėlti Aiłłlèl ïęlłqnølkęlnl annan : uw : uses-nei lXllamlalłtaïriialllïolllïFLlł my T àúlliëžílèlïèłåłå 155 Ali l h. :#I! i@ÉLL1L`).2ł3i5» 155 AV/ l *mank rjlękïęxàlękïięltcçxoxtm

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