SBI mutual fund installs speech-enabled IVR solution
By siliconindia   |   Tuesday, 21 July 2009, 17:53 IST   |    3 Comments
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SBI mutual fund installs speech-enabled IVR solution
Bangalore: SBI mutual fund installed speech-enabled Interactive Voice Response (IVR) services to provide the best services to its six million customers. Datacraft, an independent IT solutions and services company, implemented this solution for SBI funds management. SBI funds management manages more than 100 different funds under SBI mutual fund with assets of more than $7 billion and a growing investor base. The speech-enabled IVR service is likely to play a significant role in improving the end-user interaction. IVR solution is likely to help customers to use their voice to get the latest Net Asset Values (NAVs) of SBI Mutual Fund's schemes. Sunil Manglore, CEO, Datacraft India says, "The solution will improve customer service by offering more intuitive access to information and streamlining transactions. In addition, the solution will also increase customer satisfaction by shortening on-hold time and overall call duration." The IVR solution is a pioneering project in deploying speech-enabled IVR services in the local mutual fund industry. Speech recognition, powered by nuance, enables the addition of new features to the system that would have been cumbersome in a touchtone-only environment. Datacraft India provided consulting and application development services to SBI Funds Management in designing and implementing the entire IVR solution. The solution would automate routine and frequent enquiries and free up agents' time to address complex queries. "This solution will also ensure in enhancing customer satisfaction and increasing agent productivity in the customer support centre" says Manglore.

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