TEB Enhances its Customer Journey with Sestek’s Speech Technologies


teb customer journey with Sestek's speech technologiesIstanbul- May 6, 2015- SESTEK, the market leader of speech technology industry in Turkey, drew considerable interest with its speech enabled self-service solutions as the gold sponsor of G-Summit Middle East event which was held in Dubai on April 15-16 with the focus of: ‘The Ultimate Customer Journey.’

SESTEK was included in the conference program of the event with a success story which was presented by TEB Contact Center Director Ozge Tekalp. Turk Ekonomi Bankasi (TEB), one of the leading banks of Turkey and affiliate of BNP Paribas, uses SESTEK’s Call Steering and Voice Biometrics technologies at its contact center to provide enhanced experience to its customers.

While SESTEK Call Steering which is a premium speech recognition and natural language understanding technology that lets customers say what they want to do and be routed to the right self-service application easily without dealing with complicated IVR menu mazes that cause frustration and dissatisfaction; SESTEK Voice Biometrics provides a viable authentication method by verifying customers’ identities through their voice easily instead of passwords, PINs and challenge questions.

With the implementation of SESTEK’s speech technologies, TEB became the first bank in Turkey that provides voice biometrics and call steering technologies together to its customers.

Thanks to Voice Biometrics technology, TEB customers can be authenticated by uttering the passphrase: “I want to use my TEB voiceprint” and complete their transactions in a secure way without providing additional personal information or dealing with traditional security measures.  The implementation of Voice Biometrics not only increases customer satisfaction through a simple, convenient and fast voice authentication alternative, but also reduces the average handling times by replacing time-consuming security questions and saves customers from the inconvenient necessity of remembering PINs.

Similarly, Call Steering technology provides an effective self-service experience in a way that contributes to customer satisfaction.  With this technology, TEB customers can be routed to the right self-service application easily by describing their needs in their own words like “I want to pay my bill” or “I’d like to transfer money” without losing time with press-button menu selection.

SESTEK will continue to share insights about its successful projects through following events:

Middle East Call Center, Middle East Government Contact Centre, Call Center Week and GITEX.