Similar to the sports that they represent, the wagering industry is fast-moving with instant results. Despite this, wagering organisations strive to deliver an effective customer service experience in a cost-effective and efficient manner. Advancements in technology now provide customers with a choice of wagering platforms including online, telephone, mobile and smartphone, as well as in person with a betting agent. The telephone channel is still a critical interaction channel between wagering organisations and their customers, in particular due to the ‘immediacy’ that telephone wagering offers customers in a race-day environment where bets often have to be placed in a hurry.

Salmat’s Speech Solutions applications ensure that customers are satisfied that they can place bets quickly and efficiently and provide wagering companies with the reassurance that revenue will not be affected through loss of potential wagers. 

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

• Create a positive experience for callers by allowing them to interact with the system by placing their bets in a natural manner, eliminating the need to speak to an agent
• Ensure that callers can place their bets up to the start of the race, without waiting in a queue to speak to an agent
• Allow customers to place bets while ‘out and about’ without access to the internet
• Decrease contact centre costs by automating simple procedures and reduce the need to hire extra contact centre staff during peak periods
• The solution supports both pari-mutuel and fixed odds wagering fro horse and greyhound racing
• Secure identification of individuals to speed up the payment process for them, compliant with payment legislation

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