Case Study: Voice Verification by Mobile Operator Avea
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Case Study: Voice Verification by Mobile Operator Avea



Avea, a leading GSM operator in Turkey with a customer base of 12.8 million, has implemented a call center voice verification system registering more than one million vocal passwords in the first ...

Avea, a leading GSM operator in Turkey with a customer base of 12.8 million, has implemented a call center voice verification system registering more than one million vocal passwords in the first year. 



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Case Study: Voice Verification by Mobile Operator Avea Presentation Transcript

  • 1. SESTEK VOICE VERIFICATIONFOR AVEA CALL CENTERSerdar KaradayıManaging DirectorGökhan AyasAlternative Channels &Project Mng Dep. Man.
  • 2. About SestekSestek is the leader company of speech technology market in Turkey with itsv  rich product rangev  dominator role in the marketv  pioneer role in the university-industry collaborationv  financial power which is proven in Deloitte’s Fast500 program since 2008v  social responsibility projects for the visually disabled‘First’s of Turkeyvoiceconversionapplicationof theworldvoicecontrolledwhite goodsintegrationin Turkey2001 2013TurkishspeakingInternetnewspaperwith TTStechnologyTurkishSpeechAnalyticssoftware inthe worldpatentedSeamlessAgent thatcombinesASR withhidden liveagentsVoiceVerificationimplementation of Turkishbankingindustry:DenizBank
  • 3. Solutions of SestekText-To-Speech (TTS)Speech AnalyticsVoice Verification
  • 4. About Aveav  Avea is a subsidiary of Turkish Telecom Group which is the fifthlargest company in Turkey and fifteenth largest telecom company in theworld!v  Covers >98% of Turkey’s populationv  In order to expand globally Avea has signed agreements with 644operators in 197 countriesv  Avea is the first and only mobile operator which is R&D certificated inTurkeyOne of the leading R&D projects of Avea is «VoiceVerification», which was accomplished with Sestek .
  • 5. Avea Call CenterAvea Customer Services Call Centeranswers various questions andcompelete transactions of itscustomersv  Provides 7/24 customer servicev  Hires >2500 employeesv  Receives thousands of calls eachday (100K Daily)v  Owns tens of rewards from variouscorporations such as;-International Business Awards-Contact Center World-IMI Istanbul Call Center Awards-Consumer Academy Awards
  • 6. We invest in IT infrastructure & speech technologies2010 2011 2012-2013Inbound IVR (500)Outbound IVRHome agentCRM system (Siebel)Billing systemFlex IVRCredit managementVOICEVERIFICATIONKnowledgemanagementSpeech AnalyticsCall SteeringCTI ReplacementMobile app.
  • 7. Before Sestek Voice VerificationPrior to the deployment a largevolume of calls required identityverification via a manual agent-assisted procedure which causes;v  time lossv  customer dissatisfactionv  long call durationv  increased telecom costsRESULT: Search for an alternativesecurity solution & solution provider
  • 8. Decision Making1• What do we need?• A new intelligent technology solution2•  Which technology solution?•  Voice Verification3•  Which provider?•  SestekWe need to answer the following questions:
  • 9. trust &confidencetimeefficiencycustomersatisfactionenhancedsecurityease of useWhich Solution & Technology ?VoiceVerification
  • 10. Motivations of Voice VerificationCUSTOMERSafe & secure customer informationNo need to remember a passwordNo expiry of the passwordCustomer satisfactionSaving of timeAVEAKeeping customer data more secureEasy to identify the line ownerShorter Call handle timeEfficiency & Less fraud riskReduced repeat callsIncreased loyaltyEMPLOYEEEasy authenticationNo need to ask customer informationGet over complicated security processHigher motivation and performanceLess average handle timeWin Win
  • 11. Which Solution Partner?SolutionPartnerSestekContinuity ofProductDevelopmentStrong SupportCapability  Price    effective      Easy Know-HowTransferQuickinstallationandresult-orientedapproach
  • 12. DefiningRequirementsCompanyProductPresentations&EvaluationBusinessPlanIVRImplementationDeciding onPassword& Data CollectionOptimization(Sestek)LAUNCHInternal Testsby AveaemployeesProductionPOC2010-Q2 2010-Q3 2010-Q4 2011-Q1 2011-Q2For the voice verification project, all products in the market have beeninvestigatedVoice Verification system has been implemented by Avea R&D team andSestek@BabySitting ; Built a Strong&Flexibility support between Avea R&D andSestekProject Roadmap
  • 13. IVR Integrationv  R&D teams of Avea and Sestekworked together during theprocess.v  User-friendly IVR scripts wereprepared.v  Evaluation results were able to beseen on screens of agents with thehelp of CRM integration.
  • 14. POCv  In order to evaluate feasibility of theproject whole system was testedduring POC.v  Password Selection is important;v  Easy to pronouncev  Easy to rememberv  Also Brand name includedv  The attendance of volunteeremployees accelarated testingprocess.v  Performance tests with identicaltwins were applied to check outthe security level of theimplementation via professionalstudios
  • 15. Implementation:Live Project
  • 16. Main Steps & ChallengesTechnology• In order to evaluate feasibility of the project whole system was tested during POC.• Stress tests with identical twins were applied to check out the security level of theimplementation.• Evaluation results were able to be seen on screens of agents with the help of CRMintegration.Process• Passphrase was recorded by 300 people using 10 different phones• The attendance of volunteer employees accelarated the process.• The most efficient IVR process for customers has been devoloped in 6 months.Customer• OPT IN•  Using voice prints was optional. Technology adoption was increased by providingvarious promotions to customers.
  • 17. 30% of customersOB IVR1 million SMS &MMSBanners oninvoicesBanners at Aveaweb site Promotion:FreeminutesBu gönderiyi düzgüngörüntüleyemiyorsanız lütfen tıklayınız.Detaylı bilgi için tıklayınız.E-newsletterStrategy ;Only OPTINCustomerFirst !Define your voiceprint for the firsttime and Avea willnever forget youPromotional Activities
  • 18. After Sestek Voice Verification1 million voice prints in 1 year.2012 target: 1,5 million voice prints.2013 target: 2 million active voice prints.1 out of 5 calls use voice prints.Each call is shortened by 15 seconds. (min250.000 $ annual saving)
  • 19. Tipsv  Design your requirements clearlyv  Set the password cleverlyv  Change management is criticalv  For Customer satisfaction run as OPT-INv  Give benefits to your customersv  Technology Partner is important !!v  Design your products and processes based on customer demandsv  Train and motivate your staffv  Train your customers also & Listen to in all channelsv  Be innovative and invest on Voice Verification, trust yourself :o)
  • 20. Resultsno need to rememberpasswordshorter call durationeasier securityprocessincreasedsecuritylesser telecom costsnon repeatingcallsCUSTOMEREMPLOYEE AVEAno time losscustomer satisfactionno need to ask extraquestionshigher motivationless fraud riskefficiency