Salmat Extends Offering to the Mid Market

Salmat Speech - Nov 30, 2010

Salmat has launched a suite of speech recognition and voice biometrics solutions targeting mid-market companies which want to enhance their customer service, improve operational efficiency, reinforce client privacy and bolster overall security.

Up until now, Salmat has primarily deployed speech recognition and voice biometric systems for large-scale, multi-national organisations looking to drive a better customer engagement.
However, increased demand from local, mid-market companies has lead Salmat to provide a standardised offering to organisations which want to take advantage of new market initiatives associated with increased self-help capabilities.

Consumers today are becoming more comfortable with Natural Language Speech Recognition (NLSR) and voice biometrics. The 2009 Identity Verification Study conducted by callcentres.net, highlighted that the most preferred method of verifying identity among consumers was biometric voice identification, a technology that enables a person's identity to be authenticated using the unique characteristics of their voice. This was favoured by 45 per cent of respondents, followed by PIN (21 per cent), password (18 per cent) and personal details or history questions (16 per cent).

Allan Burdekin, General Manager Australia, Salmat Speech Solutions, explains, "We decided to take our experience gained in deploying solutions for large organisations and create a standardised offering for the mid-market. This new service provides companies with the chance to enhance their customers' experience through the adoption of technology and expertise previously only available to much larger enterprise and government customers."
Salmat's mid-tier offering now allows companies to cost-effectively scale their speech recognition and voice biometric capabilities to help support improved customer engagement through increased call resolution and greater access to automated services, where appropriate.  As part of the offering, Salmat will also provide standardised documentation and access to consultancy services to support the integration of its technology with a customer's existing PABX/IVR system.

"Salmat will provide clients with a variety of deployment and commercial models to meet customer requirements," says Burdekin.