Nuance Communications, Inc. has awarded Customer Service Innovation Leadership Awards to Barclays Bank PLC, FedEx and Turkcell Global Bilgi at the Nuance Customer Experience Summit. These organizations were recognized for their proficiency in consumer service improvements inside their contact center offerings.
In a statement, Robert Weideman, EVP, Enterprise Division, Nuance said, "Barclays, FedEx and Turkcell Global Bilgi each exemplify in their own manner how voice-enabled technologies and innovative thinking can play a pivotal role in better servicing customers. Whether through Barclays' implementation of voice biometrics or the natural language call steering solutions deployed by both FedEx and Turkcell Global Bilgi, each of these companies have demonstrated that they understand the needs of their customers and by doing so have set a high standard in customer service across a wide range of industries. We applaud all three companies for their ongoing innovation and commitment to the customer experience."
The ground-breaking customer service solutions of organizations, capable of accomplishing the maximum ranks of computerization and customer service, are honored by the Customer Service Innovation Leadership Awards.
Barclays’ unique implementation of a passive voice biometrics solution for altering customer service experience was honored by Nuance. Clients of Barclays have appreciated the deployment of Nuance voice biometrics mainly for speed, user friendliness and protection of voice verification.
FedEx’s implementation of a sophisticated natural language understanding, or NLU, call steering solution was recognized by Nuance. Turkcell Global Bilgi’s call steering application was also honored by Nuance. For the first time, a NLU call steering solution has been implemented in Turkey in the Turkish language by Turkcell Global Bilgi.
Dan Miller, senior analyst, Opus Research said, "The Analysts' Choice award is a testament to Barclays' innovative approach to customer service. Barclays' use of passive voice biometrics is quite unique in that it complements the live agent customer service experience and person-to-person interactions effortlessly. By passively authenticating customers through voice biometrics, Barclays lets its highly skilled representatives focus on handling the core purpose of each customer call. I expect that other companies in the financial services industry to follow suit with similar solutions, that provide security while at the same time delivering a high-touch customer service experience over the phone."
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