Customer Satisfaction Improvement Efficiency Improvement Self Service Investment & Financing Marketing Promotion Information Service
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Business Requirements
Customer Self Service Automation
Access to both Cards & Accounts information Balance, Deposits, Withdrawals, Liabilities Investments & ATM Services etc. Statements (Over Phone & FAX) Utility Payments & Fund Transfers General Information
Integration with Core Banking / Card Systems Auto Attendants
Bill Reminders Telephone Surveys Telephone Notifications
Inventory & Reporting Custom IVR configuration Common MW for AgentDesktop & IVR Visibility to IVR Usage & customer convenience Speech Integration (English & Arabic) FAX integration & TPIN Management
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Product Overview
SmartIVR is a Genesys GVP based customer self service tool (VXML) designed for financial institutions.
Customer Self Service on Financial/General Info Concrete Menu Design For Easy, Fast & Accurate Navigation TDES & RSA Encryption Support Fully Configurable Business Logics & Prompts Multi-Switch Environment Support Multilanguage Support (English, Arabic and more..) Integration Support With Any Enterprise Systems ASR (NUANCE) /TTS Integration Support Database Logging Enables Various Reports (Optional) Flexible & Scalable design to fit to any banks requirements. Customer Session Handling To Reduce Long Queue Time
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Product Architecture
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Architecture
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Technical Requirement
Call flow Development (GVP & Nuance) - 90+ Menus Accounts, Credit Cards, Prepaid cards, Murabaha, ATM & SMS Services Configurable MW built for Agent Desktop / IVR Channels Modularized IVR with high reusability Extensive Logging for MIS purposes Cradle-to-Grave reporting Multi-vendor PBX - CTI Integration for Screen popup Custom built solution for TPIN Management
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Credit & Prepaid Card Services
Balance & Last n Transactions
Multiple Card Relation to CID Multi Currency Cards Card Listing for easy selection Integration with Card Systems
Credit Card Payment
Per Day Limit based on Customer Classification 2 Phased Transaction with CBS & Card Systems Per Day Limit based on Customer Classification 2 Phased Transaction with CBS & Card Systems Activate Card PIN Encryption Change TPIN Deactivate Card (Lost & Stolen) RightFax Integration Option to Chose Monthly, Bi-Monthly & Quarterly Statement Retry Option with SMS, Email Notification Detailed Reporting
Prepaid Recharge
ATM Services
Fax Statement
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Account Services
Balance & Last n Transactions
Multiple Card Relation to CID Multi Currency Accounts Account Listing for easy selection Integration with CBS
Funds Transfer
Own Account Transfer Transfer to other Customer Accounts Multiple Currency Mgmt Between Accounts Transfer to Other bank accounts RightFax Integration Option to Chose Monthly, Bi-Monthly & Quarterly Statement Retry Option with SMS, Email Notification Detailed Reporting Activate Card PIN Encryption Change TPIN Deactivate Card (Lost & Stolen)
Multiple Loan Relation to CID Account Listing for easy selection Integration with CBS Account Listing for easy selection Payment Options Liabilities Statement by account Mobile update Subscribe / Unsubscribe for Mobile Updates CBS, Card System integration
Loan Payment
SMS Subscription
General
Forex Rates for Various Currencies Other Banking Products
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Speech Implementation
Nuance 9.x suite of products HA Deployment Support for English/Arabic & other Indian languages 90+ Menu Selection by speech Credit Card Inputs by Speech Account Number, Phone Number Inputs by Speech
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Reports
Statistics By Menu Fax Report for Account Statement Fax Report for Liabilities Statement Statistics by Service (CBS, Card System) TPIN Statistics Report Reports on Financial Transactions IVR Application report Call Summary Report
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Benefits
Complete IVR & Reporting Solution In-Box Easy Integration With Various Technologies & Enterprise Systems (CRM, ERP, BPM etc.). Business Logics Can Be Written In Various Programming Languages (ASP.Net, JSP, PHP etc.) Call Identification Through Speech Recognition Re-Usable Components & Modules Minimize Agent Interactions
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Questions !!!
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SmartConnect Orchestrate | Channelise | Unify 2010-12 SmartConnect Technologies. All Rights Reserved.
The information herein is for informational purposes only and represents the current view of SmartConnect Technologies (and its associates/group companies), as of the date of this presentation. Because SmartConnect must respond to changing market conditions, it should not be interpreted to be a commitment on the part of SmartConnect, and SmartConnect cannot guarantee the accuracy of any information provided after the date of this presentation. SmartConnect MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
