Telecommunications

Telecommunications is an extremely competitive industry. Price and perceived operation parity means that customer service is again a critical differentiator.

The telecommunications sector especially, has pioneered deployments of many of the technologies of which Salmat Speech Solutions is the leading provider, including Natural Language Speech Recognition and Voice Biometric verification.

As a predominantly speech-only channel, it makes sense that businesses will strive to make it easier for their customers to do business with them. With an ever-increasing mobile phone presence, solutions that allow customers to use businesses services more easily and safely – such as hands-free IVR – are a necessity in differentiating yourself in the market.

Salmat’s Speech Solutions achieves this differentiation through sophisticated application of the latest technology, while also creating a more secure interaction for customers through the use of voice biometrics and natural language speech recognition applications, all delivered in an efficient and unobtrusive manner. Satisfied customers drive brand loyalty, customer retention, increased share of wallet and further customer acquisition.

Salmat’s speech solutions have a proven track record in delivering a combination of the following for telecommunications organisations:

• Create a positive customer experience by delivering more callers to the correct agent or self-service channel, carried out with a natural speech interaction
• Improve agent retention and satisfaction by removing routine, repetitive calls
• Increase up-sell and cross-sell opportunities for tariff and bundle upgrades by quickly identifying high-value customers and applying segment and propensity-based routing
• Confidently identify and verify customers using voice biometrics to create a truly unique customer experience

Find out more about how Salmat can help improve customer interactions for your telecommunications organisation.