Speech and Communication Technologies Inc. (SESTEK) is a Turkish company founded in 2000 that specializes in speech technology products and services. It has 47 employees and annual revenue of approximately $4 million USD. SESTEK is the leader in the Turkish speech technology market, known for its best-in-class products, pioneering university collaborations, and patented technologies. The company's solutions include voice biometrics, speech analytics, text-to-speech, and speech recognition technologies used across various industries.

1. SPEECH AND COMMUNICATION TECHNOLOGIES INC.
COMPANY PRESENTATION

2. The Company
Foundation Year
2000
Number of Employees
47 (~30 R&D)
CEO
Prof. M.Levent ARSLAN
Business Area
Software and R&D
Revenue
~4 M USD.

3. Sectoral Position
Turkish Speech Technologies
Market
Sestek
Others
20%
80%
SESTEK is the leader of Turkish speech
technology market with:
Best-in-class products
Pioneering role in university-industry
collaboration
Unique patented technologies
Strong references from leading companies
In 2012 SESTEK has been ranked among the
fastest growing technology companies by
Deloitte’s Fast50 and Fast500 programs for
the fifth time consecutively since 2008.
2008-2013 Revenue Increase
2008
2009
2010
2011
2012

4. Milestones
%20
Turkish TTS
2001
Turkish TTS
software for
the visually
impaired
Turkish
Speech
Analytics
Voice
Verification
implementation
for GSM
operator AVEA
Voice enabled
telephone
banking
implementation
Speech
Enabled
Mobile
Banking
2013

5. Technology Solutions
Voice Biometrics Solutions
Voice of the Customer Solutions
Customer Services Automation Solutions
Productivity & Edutainment Solutions

6. SESTEK VOICE BIOMETRICS SOLUTIONS

7. Vocal Passphrase
Speech Enabled Password Reset
Speech Enabled Second Factor Authentication
Verification On-the-Go
Blacklist Identification
Mobile Device Authentication

8. Vocal Passphrase
Vocal Passphrase is a biometric identity verification system that enables secure
access to call centers over the phone by creating individual voiceprints to
authenticate callers by the characteristics of their voices.

9. Vocal Passphrase: Areas of Use
 Telephone banking
 E-commerce transactions
 Customer services access
 Credit card activation
 Legal proceedings
 Mobile applications
 Personal computer protection
 Password reset applications

10. Why Use Vocal Passphrase?
 Improves customer experience and satisfaction with elimination of time-
consuming traditional security measures such as PIN, password and
challenge questions
 It is the «only» biometric alternative for telephone
 Provides cost advantages by reducing call durations
 Improves security that results from uniqueness of human voice such as
fingerprint and retina which combats fraud and identity theft successfully

11. Vocal Passphrase Features
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One and only biometric security method for
telephone transactions
Accuracy rate up to 98%
Passphrase with a single sentence
Company specific passphrase sentence
Web service integration
User voice adaptation
Detection of the background noise level
Language and accent independency
Easy integration with IVR platforms, backend enterprise systems and databases
Extra security layer with Speech Recognition
integration
 Low false acceptance and
false rejection rates
 Sestek VP is designed to
optimize an equal error rate
of 2% for real operating
environments
False
reject
False
accept
Miss probability

False alarm probability

12. Vocal Passphrase Usage Steps
1. Enrollment
My voice
is my
password
My voice is
my
password
My voice is
my
password
1.Step.
2.Step.
VOICE PRINT IS CREATED
3. Step.

13. Vocal Passphrase Usage Steps
2. Authentication
NOW YOU CAN START SECURELY!

14. Automatic Noise Level Detection
SNR (Signal to Noise Ratio) 16 dB
*Relatively noisy environment

15. SR Based Voice Activity Detection
We do not use energy (volume) based voice activity detection instead
we search for the actual utterance where the pass phrase is spoken.
SNR 37 dB

16. Vocal Passphrase Integration
Web Service

17. Vocal Passphrase Case Study 1: Avea Customer Services
Problem: AVEA used to apply challenge questions
during identity authentication which resulted with
increased call duration and customer
dissatisfaction.
Solution: With SESTEK Vocal Passphrase integration,
identities of customers are authenticated
automatically via their voiceprints.
Result: Next to 2 million voiceprint enrollments
have been realized by the system successfully.
There is an average of 15 seconds reduction in call
durations, which amounts to 250K USD annual
savings.

18. Vocal Passphrase Case Study 2: DenizBank Call Center



First Vocal Passphrase project of Turkish banking
industry is realized
Customers easily adopted the new technology
Customer satifaction increased as a result of
decreased call duration

19. Vocal Passphrase References

20. More Voice Biometrics Solutions
Speech Enabled Password Reset
Speech Enabled Second Factor Authentication
Verification On-the-Go
Blacklist Identification

21. Speech Enabled Password Reset
Password reset is one of the routine IT tasks that consume time
and energy of the help-desk staff. Speech Enabled Password
Reset allows employees to reset their passwords using their
voiceprint via any telephone. This self-service procedure is not
only more practical and efficient but also more secure, since the
verification is based on the person’s biometrics rather than some
information.

22. Speech Enabled Password Reset
Key Benefits
• Cost reduction via self-service
• Round-the-clock service liberated from the IT team availability
• Higher security due to automation and biometric verification
• Configurable security policies
• Better legislation compliance
• Better employee experience
• Scalability
• Instant ROI

23. Speech Enabled Second Factor Authentication
Many customers avoid using credit and debit cards due to real or imagined
fraud risks. Speech Enabled Second Factor Authentication virtually eliminates
all risks of fraud by authorizing specified transactions through voice
biometrics. The moment customers initiate any transaction the system makes
an outbound call to the user registered phone number for a voiceprint
authentication. Even SMS verification can be risky in such cases where the cell
phone and credit card is taken by a defrauder. Voice verification, however,
cannot be faked.

24. Speech Enabled Second Factor Authentication
Key Benefits
• Higher security
• Increased trust in transactions and customer satisfaction
• High ROI

25. Verification On-the-Go
• Verification On-the-Go verifies a caller’s identity during the conversation.
The technology is based on the comparison of the characteristics of the
customer’s voice to the voiceprints in the database which are formed onthe-go without the requirement of a passphrase. The verification ratio is
lower than the systematic Voice Verification, but it serves the needs of
many application areas.

26. Verification On-the-Go
Basic Features
• Language, accent and content independence
• Integration with CRM, CTI and workstation
Key Benefits
• Fraud detection
• Enhance customer experience
• Decreased call duration & increased contact center efficiency

27. Blacklist Identifıcation
• Blacklist Identification is used by public security officials in order to identify
individuals of interest for crime prevention. SESTEK Blacklist Identification
system can enroll voiceprints of individuals under investigation and identify
known individuals via their voice.

28. Blacklist Identification
Key Benefits
• Empowered investigation & crime prevention
• Secure communication in critical environments

29. Mobile Device Authentication
Key Benefits
• Mobile application of VB technology
• Productivity

30. SESTEK VOICE OF THE CUSTOMER SOLUTIONS

31. Quality Management
Speech Analytics
FCR Analytics
Customer Feedback
Social Media Analytics

32. Quality Management
Quality Management is one of the basic challenges of contact centers. SESTEK Quality
Management enables the evaluation of recorded customer interactions through
customizable evaluation forms. The technology addresses the need for maintaining
quality standards for contact center interactions and is therefore a key component of
achieving customer satisfaction.

33. Quality Management
Basic Features
• Elaborate filtering options for specifying the most relevant interactions for
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evaluation
User-friendly interface
Flexible, customizable and intelligent evaluation forms
Rule-based interaction between evaluation form items
Centralized administration and extensive role management
Agent scorecards
Rich and easy-to-use reporting interface and dashboards
Speech Analytics integration
FCR Analytics integration

34. Quality Management
Key Benefits
• Quality assurance
• Enhanced customer satisfaction
• Operational excellence

35. Speech Analytics
SESTEK Speech Analytics transcribes the recorded audio to digital text & analyzes
customer-agent interactions in call centers based on its Speech-To-Text and emotion
detection technologies and reveals important insights by applying data mining methods.

36. Speech Analytics
Basic Features
• Practical search engine
• Topic identification
• Separation of customer and
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agent speech
Emotion detection
Statistical comparison
Quality Management and FCR
Analytics integration
Online module
Trend analysis
Comprehensive reporting
features

37. Speech Analytics
• Enables very efficient and elaborate
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quality management through topic based
and emotional filtering of all interactions.
Eliminates the risk of negative
conversations with the customers by
pinpointing each and every inappropriate
script usage as well as leveraging
emotional parameters such as anger ratio,
monotony, interruption, block speech and
silence.
Provides invaluable customer intelligence
for customer experience enhancement,
marketing and product management.
Helps to increase first call resolution.
Enables real time support with online
module.

38. Speech Analytics Integration
IP INFRASTRUCTURE

39. Speech Analytics Case Study: Garanti Emeklilik
Call Center
Problem: Increasing capacity of the call center made it
difficult to evaluate interactions with manual analyses.
Solution: With the integration of Sestek Speech
Analytics all call center interactions are automatically
transcribed into digital text and analyzed.
 MS CRM integration
 Personal agent scorecards
 Improved quality control
 Personalized training programs

40. Speech Analytics Case Study: Garanti Emeklilik
Call Center
Result: Increased Script Adherence
After the implementation of Sestek Speech Analytics;
 the number of calls which lack information about hold
procedures decreased by 88 %.
 number of calls which lacked security procedures
decreased by 72 %
 the number of calls which lack asking availability
decreased by 77%

41. Speech Analytics References

42. FCR Analytics
• First Contact Resolution (FCR) is one of the most critical key performance
indicators in contact centers. It is measured as the rate at which customer
issues are resolved during the first contact. It is demonstrated that
repeating contacts for unresolved issues is among the foremost factors that
evoke dissatisfaction in customers.
• SESTEK FCR Analytics helps measure FCR rate according to the customizable
evaluation criteria. FCR analytics can be empowered with Speech Analytics
topic identification feature to avoid misjudgment about multiple contacts
within a given time period in which contacts are done for different purposes
and therefore should not be called labeled-FCR.

43. FCR Analytics
Basic Features
• Integrates data from ACD, CTI and Speech Analytics for the most accurate
• measurement.
• Applies FCR as a filtering option for Quality Management.
Key Benefits
• Increases first call resolution rates.
• Enhances customer satisfaction.
• Increases efficiency through reducing repetitive calls.

44. Customer Feedback
SESTEK Customer Feedback is the most straightforward way to learn about your
customers’
experience: Just ask the customers! The feedback can be right after the
interaction or any other time through any of the IVR, e-mail or SMS channels. The
feedback dialogue is customized according to the needs of the contact center and IVR
outbound calls can be interactive thanks to speech recognition capabilities. The result
is invaluable analytical data directly extracted from the voice of the customer.

45. Customer Feedback
Basic Features
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User-friendly interface for configuring feedback messages
Elaborate features for customer feedback time planning
Multichannel feedback from IVR, e-mail or SMS
Advanced Speech Recognition features for interactive IVR dialogue
Text-to-speech features to used for increasing customer satisfaction by for example
announcing the customers name from the database
Key Benefits
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Raised customer satisfaction
Increased customer loyalty
Invaluable insights for operational improvement
A direct control point for indirect quality evaluations
A holistic perspective over quality management
Learn what customers think about your organization, campaigns and product
Increased responsivity to customer needs

46. Social Media Analytics
In today’ world, not all interactions are done by phone and interaction channels such
’s
as social media, chat and web is taking its place in an increasing pace. SESTEK Social
Media Analytics actively keeps track of the web and helps construct a unified view
of multichannel customer interactions.

47. Social Media Analytics
Basic Features
• Real-time tracking and analysis of social
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media
Manages company and competitor
analysis from its user-friendly interface
Sentiment analysis and classification of
the content
Statistics based on classified items
Automatic reply to social media
postings
Rich and comprehensive reporting
interface
Tag cloud view
Elaborate filtering options
Drill down feature

48. Social Media Analytics
Key Benefits
• Hear the voice of the online customer
• Capture invaluable customer intelligence
• Gain insights in terms of market condition and
product reputation
• Use analytics for competitive edge
• Apply online public relations strategy

49. Text-to-Speech
Speech Recognition
Call Steering
Automated Outbound Dialer
Speech Enabled Auto Attendant
Mobile Assistant SDK

50. Text-to-Speech
Sestek TTS is the speech synthesis solution that vocalizes text in real time
with clear and human-like way. Sestek TTS enables companies to tell their
customers anything they need to hear by transforming any content into
speech.

51. Text-to-Speech
Basic Features
• Currently
supports
Turkish,
English, German, and Azerbaijani
with male and female speaker
options.
• New language options such as
Arabic, Spanish, and Russian are
on the way.
• Integrates with Voice XML, MRCP,
Microsoft SAPI, and native
(SESTEK) API and web service.
• Supports Windows, Windows CE,
Linux, iOS and Android.

52. Text-to-Speech
Key Benefits
• Enables companies to tell their customers anything
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they need to hear by transforming any
machine-readable content into speech.
Helps companies to avoid unnecessary call transfers
and assign agents for more important
tasks.
Ensures increased automation, reduced telecom costs
and better customer experience.
Provides practical solutions that make life easier such
as talking ATMs, assistive applications
for the disabled.

53. Text-to-Speech Demo
Turkish
Gül
English
German
Azerbaijani
Melissa
Annabella
Ulviye
Daniel
Johannes
Murad
Premium
Sinan
Premium
Ersin
Çiğdem
Levent
Athena
Orkhan

54. Text to Speech Case Study 1: Yapı Kredi Bank Talking ATM
Project
Problem: Visually impaired people used to have
problems with conventional ATMs while making
transactions
Solution: ATMs began to ‘talk’ with Sestek TTS
integration
Result: More than 150 ATMs were transformed to
Talking ATMs with Sestek TTS integration

55. Text to Speech Case Study 2: Akbank Outbound IVR Project
Problem: Standard salutation and inability to read
dynamic information of automated calls used to
cause customer dissatisfaction
Solution: Sestek TTS was integrated with IVR system
(outsource & in-house)
Result:

Personal calls

Raise in answered calls and attendance

Reading dynamic information in IVR systems

56. Text to Speech Integration Methods
MRCP
Web
ServiceCloud
SAPI
TTS
Android
iOS

57. Text-to-Speech References

58. Speech Recognition
SESTEK Speech Recognition identifies the spoken words and phrases and converts them
to a machine-readable format. Common speech recognition applications include call
routing, speech-to-text and voice dialing. The technology has a wide range of use and is
effectively deployed in contact centers, IVR systems, mobile and embedded devices,
dictation solutions and assistive applications.

59. Speech Recognition
Basic Features
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Transforms complicated IVR menus to easy-to-use systems.
Enables users to provide open-ended input such as name of a person or city.
Provides an alternative for the customers who prefer to skip touch-tone menus and
connect to agents.
Has a high recognition accuracy rate as a result of its state-of-the-art acoustic model.
Integrates with Voice XML, MRCP, native (Sestek) API, and web service
Supports Windows, Windows CE, Linux, iOS and Android
Key Benefits
• Better customer service experience
• Increased customer satisfaction
• Decreased operational costs

60. Speech Call Steering
Traditional self-service systems have a complex menu maze which makes it hard for
users to navigate through. Users are frustrated as a result of unfamiliar options and
therefore may try to reach an agent by skipping the IVR menu. This common behavior
results in a bad customer experience and also is a basic source of misrouted calls.
SESTEK Call Steering provides practical and cost-effective method for call routing, which
not only improves customer experience but also contributes to efficiency by reducing
costs remarkably.

61. Speech Call Steering
Basic Features
• Enables customers to use their own words as if they are speaking to a live agent.
• Understands the intent of the callers and asks more questions when further information
is needed.
• Routes customers to the right self-service application or agent group accurately in fewer
steps.
• Integrates with SOAP based web service.
• Can be empowered by SESTEK Seamless Agent Feature for seamless and flawless
experience.
• SESTEK Seamless Agent Feature is a patented technology in which speech
recognition is supported by live agents. Live agents are equipped with special
tools that continuously support and train the artificial intelligence system. They
cut in when a recognition error occurs and correct the error in the background
before it reaches the customer. This provides a seamless and flawless
experience just from the beginning and in a short period of time the need for live
agents is minimized due to the perfection of the system.

62. Automated Outbound Dialer
Today companies use email, SMS and live agents to reach their clients. SESTEK Automated
Outbound Dialer provides an alternative that is more interactive, cost efficient and practical.
SESTEK Automated Outbound Dialer automatically calls a list of telephone numbers, conveys prerecorded voice messages and starts a dialog with the responder. Based on a unique combination
of text-to-speech and speech recognition technologies, SESTEK Automated Outbound Dialer not
only conveys messages but also provides interaction and receives and reports the answers.

63. Automated Outbound Dialer
Key Benefits
• Automatizes outbound calls and provides interactive
communication.
• Saves agent costs and provides remarkable ROI.
• Provides control over the messages sent.
• Enables multiple campaign management.

64. Speech Enabled Auto Attendant
SESTEK Speech Enabled Auto Attendant transfers callers automatically to an extension without the
need of a human operator. The transfers can be done through a conventional IVR menu in which
the caller presses keys for routing or with the help of speech recognition technology; callers can be
transferred by speaking the name of the person they are calling.

65. Speech Enabled Auto Attendant
Basic Features
• Enables users to send voicemail.
• Provides detailed reports about the telephone traffic.
• Integrates with Microsoft Exchange
Key Benefits
• Efficient call management
• Professional business image
• Elimination of missing calls
• Cost effective solution

66. Mobile Assistant SDK
SESTEK Mobile Assistant SDK transforms mobile applications to virtual assistants which can be
controlled by voice. With the integration of text-to-speech and speech recognition technologies
Mobile Assistant SDK enables easy-to-use applications. With speech recognition technology
users control the application by speaking instead of navigating through multiple menus and with
TTS technology the need for reading is eliminated by the vocalization of the menus and texts in
the application.

67. EMBRACE TECHNOLOGY WITH YOUR VOICE
THANK YOU!