The financial services industry experienced a decade of prosperity in the '90s, but the endemic economic downturn that followed on the booming stock market of that period, has done a great deal to erode confidence in investment based assets. In addition, new regulations, while allowing banks to offer broader services across wider geographical areas, have also created competition from non-traditional sources, such as credit unions, brokers, credit card companies and even supermarkets. That means banks now have to be more efficient and cost aware and fight harder to retain profitable customers through value-added services. In addition, they have to contend with security and fraud issues on a greater scale than ever before.

Financial services customers are demanding more:

• Self-service
  The ability to obtain financial information and manage transactions on their own through telephone, online and ATM banking services
• Convenience
  Anytime, anywhere access to information and services
• Efficiency
  The web sets a new standard for business/customer interactions

IPI Speech Solutions allow customers access to financial services and information via the telephone, helping financial institutions, banks, credit unions, brokerages, and insurance companies to automate service delivery, improve performance, leverage advancements in technology and differentiate themselves from their competition. Speech solutions also extend the reach of your services to incorporate customers and users who may have telephones but not computers or web connections.

Most banks and finance houses operate customer contact centres employing customer service agents. Voice-driven applications offer solutions to many of the problems they may encounter. IP Integration IVR solutions built around speech recognition technologies can automate many of the calls currently answered by contact centre agents, such as requests for quotes, rates, and branch hours, while giving 24 x 7 single log-in access to all financial products and transactions, including personal account administration.

IPI Speaker Verification solutions can provide a non-invasive way to give customers completely secure access to all of their accounts. IPI Automated Payments Solutions provide a secure and seamless telephone payments service, enabling clients to conduct transactions in the most ntaural way - using their voice. The speech services we provide can enable banks and finance houses to create a distinctive persona on the phone, which will help brand and differentiate them from the competition.

The results are a drastic reduction in contact centre operating costs and a rapid return on investment as automation handles routine calls, which make up the bulk of those received. And since our solutions can be scaled to deal with any number of calls simultaneously, waiting times and call durations are cut, with a commensurate increase in customer satisfaction. Also, with a simple, fully secure method of conducting transactions with voice, losses through fraud are slashed, adding to the far healthier 'cost of business' picture.

Contact us and find out how speech and IP Integration are helping businesses and organisations everywhere to improve their efficency while providing first class customer service. We can help you to find a voice for your business.

For an introductory meeting or quotations please contact IP Integration direct
on 0118 918 4600 or email us at contact@ipintegration.com