Contact Center Solutions Featured Article

Barclays, FedEx and Turkcell Global Bilgi Honored by Nuance

December 11, 2012

Nuance Communications (News - Alert), 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 (News - Alert) 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 (News - Alert), 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."

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

AsiaPay Partners with Semafone for Secure Telephone-based Payments

Asia-Pacific electronic payment service provider AsiaPay recently announced that it has partnered with Semafone, a secure payment technology developer, to allow AsiaPay customers to complete telephone-based payments in its operating regions. [ Read More ]
03/24/2015

Cisco Brings Omnichannel Context to its Contact Center Solutions

Cisco Systems has expanded its contact center solutions with the addition of Context Service. The new cloud-based service, which Cisco is offering at no additional charge to its contact center platform customers, provides organizations with a complete view of their customers by aggregating customer information across all channels. [ Read More ]
03/17/2015

Interactive Intelligence Launches Latest PureCloud Services

Since revelation of its Amazon Web Services (AWS)-enabled multi-tenant enterprise collaboration and communications PureCloud platform in June of 2014, customer experience solutions provider Interactive Intelligence has been right on target with the announcement of new platform functionality. In January PureCloud Directory? was announced, and the rollout continues with the announcement of its latest additions: PureCloud Collaborate? and PureCloud Communicate?. [ Read More ]
03/16/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!