This presentation is designed to highlight the specific benefits of Speech Analytics for Banking and Financial Services industry to enhance CX.

1. susheel_ext@uniphore.com
Enhancing Customer Care in
Banking and Financial Institutions
to drive loyalty and impact
business outcomes
Speech Analytics for
Banking and Financial
Services

2. susheel_ext@uniphore.com
BANKING AND FINANCIAL INSTITUTIONS - A NOTE FROM HISTORY
Ancient ages saw grain loans being made
available to traders and farmers.
Modern banking systems established in
12th century A. D. in Italy.
Modern banking and financial systems took
shape during 17th century in Northern Europe.
Industrial Revolution led to the emergence of
banks and financial institutions.

3. susheel_ext@uniphore.com
BANKING AND FINANCIAL INSTITUTIONS - CHANGES AND
ADVANCEMENTS
Banking and Financial
sector adopts Machine
Readable Characters
(MICR) in 1959.
Automated Teller Machines
(ATMs) appeared in 1960s to
change the dynamics of
customer service.
The Deregulation of 80s
and Globalization of 90s
led to establishment of
modern banks and
financial institutions.

4. susheel_ext@uniphore.com
THE CURRENT GLOBAL BANKING & FINANCIAL MARKET
SCENARIO - A SNAPSHOT
Commercial banks hold
approximately 64% of total assets
in the Indian financial services
sector.
The APAC region registered1 46%
($1.1 trillion USD) profits
over the last decade (2015) and is
set to add2 about 300,000
jobs between 2016-20.
US financial services sector, the
largest and most liquid in the
world, accounted for 7.3% or $1.4
trillion of the US GDP (2016).
1. https://www.mckinsey.com/industries/financial-services/our-insights/weathering-the-storm-asia-pacific-banking-review-2016
2. http://www.cushmanwakefield.com/en/research-and-insight/2016/asia-pacific-banking-report-2016
Credits:

5. susheel_ext@uniphore.comsusheel_ext@uniphore.com
GROWING CHALLENGES IN THE BFSI SECTOR
The 2008 stock market
crash forced world
economies to take very
stringent measures in the
Banking, Finance Services,
and Insurance (BFSI) sector.
New age BFSI organizations
are facing challenges in the
form of decreasing capital,
increasing NPAs, disruptive
competition, and
digitization.
In India too, some
nationalized banks hit by
fraud has declared NPAs
running into millions. This is
leading to growing trust
deficit among public.
In US, the sector is facing
challenges in the form of
regulations, legacy systems,
disruptive business models
and competition.
Europe is hit by low
nominal growth and
interest rates leading to
low profitability.

6. susheel_ext@uniphore.com
IMPROVING CUSTOMER SERVICE - AN IMMINENT NEED IN A FAST-
PACED, DYNAMIC BFSI SECTOR
In the midst of
solving pressing
issues, customer
service in the BFSI
space is getting
sidelined.
A Gallup1 report
states that fully
engaged banking
customers bring in
37% more annual
revenues.
1 http://www.gallup.com/services/169331/customer-engagement.aspx
Credits:

7. susheel_ext@uniphore.com
IMPROVING CUSTOMER SERVICE - AN IMMINENT NEED IN A FAST-
PACED, DYNAMIC BFSI SECTOR
Banking is going to remain very competitive
for the foreseeable future, and the biggest challenge
facing the banks now is to stay engaged
with the customer.
Credit: Moorad Choudhry, Author, The Principles of Banking
Customer service is the unequivocal answer to the problems plaguing some
of the banks, it forms the fulcrum of banking operations and cannot be neglected.

8. Data Analytics play a key role in improving
customer service.
Modern banks are leveraging analytics to understand
customers by leveraging their information, with an
objective to serve them better.
Data Analytics helps banks deal with the huge
volumes of customer data, enabling banks to sell the
right products to right customers.
By leveraging customers’ social media
profiles and connecting them to offline
data, analytics helps banks understand
customer personas.
Data Analytics helps to store, segregate, analyze,
and manage data.
susheel_ext@uniphore.com
IMPROVING CUSTOMER SERVICE – ANALYTICS TO THE RESCUE

9. susheel_ext@uniphore.com
IMPROVING CUSTOMER SERVICE - SPEECH ANALYTICS TO THE FORE
Banks are now focusing
on having an Omni-
channel analytics
strategy to gain better
visibility of customers.
Omni-channel analytics
covers all customer touch
points, starting from
product promotions to
customer service via
contact centers.
Omni-channel analytics is
incomplete and insufficient
without Speech Analytics,
since over 90% of customer
interaction happens
through voice.
Speech is crucial in understanding the customer. During
a 5 minute call, approximately 5,000 words are
exchanged between a contact centre executive and a
customer.
Speech Analytics
enable enterprises
improve on their
cross-sell and up-sell
sales avenues.

10. susheel_ext@uniphore.com
SPEECH ANALYTICS - SHOWCASING CONSISTENT GROWTH AND
IMPACTING CUSTOMER SERVICE
A Markets and Markets study projects the
Speech Analytics market to reach $2,175
million by 2022 from $941 million (2017).
Speech Analytics facilitates in
harnessing the Voice of Customer
(VOC) by analyzing voice-based
customer interactions.
Speech Analytics also helps BFSI companies
understand customer concerns and resolve
them quickly.
An Opinium Research LLP survey
shows that 79% of 24,000 customers
expects a direct person contact.

11. susheel_ext@uniphore.com
SPEECH ANALYTICS - THE CXO CHOICE IN IMPROVING CUSTOMER
EXPERIENCE STRATEGIES
These statistics highlight
the growing importance
of Speech Analytics
in businesses
An Opus Research survey of 502
decision makers indicates that 43%
embraced Speech Analytics.
30% of CXOs surveyed have realized
ROI in 6 months while 88% realized it
within 24 months.
Download the survey

12. t
susheel_ext@uniphore.com
auMinaTM - UNIPHORE’S SPEECH ANALYTICS SOLUTION
auMina is a Speech
Analytics software
solution for
enterprises with
contact centers.
auMina mines
speech data and
empowers business
analysts with
actionable insights.
auMina enables to
identify, analyze,
and predict business
problems.
auMina allows the
capture of feedback,
helping companies
handle grievances
quickly.

13. susheel_ext@uniphore.com
auMinaTM - UNIPHORE’S SPEECH ANALYTICS SOLUTION
Several business segments have found great use for auMina. It finds effective use
in collections and credit contact centers where it helps understand agent behavior
(rudeness), analyze risk, and measure Productive-to-Pay (P2P).
Provides insights
from business
outcomes
Is an integral part
of BFSI Omni-
channel analytics
strategy
Has the widest
coverage of
languages (80
international & 17
Indian languages
Ensures near
human accuracy in
detecting
consumer
emotions
Pay-as-you-go
(SaaS) service
helping
enterprises
reduce their
CapEx

14. susheel_ext@uniphore.com
THE auMinaTM LEVERAGE IN THE BFSI SECTOR
End-to-end visibility of collection
process and tracking of Collections
Risk Index
Real time tracking of
agent performance
Track sales conversion process
through built-in Sales Conversion
Index
Ensure agent compliance to follow
prescribed protocols
Prevent fraud by smart
keyword recognition
and sentiment analysis
Measure customer intent
Identify sales conversion drivers and
deterrents
Build and monitor
Customer Experience
Index
Measure Customer Engagement
Index

15. THE auMinaTM LEVERAGE – BUSINESS USE CASE
susheel_ext@uniphore.com
The Uniphore team studied an American Financial Services firm’s needs and proposed
a three pronged approach consisting of Segmenting, Preprocessing, and Recognition.
This enabled some astounding results:
auMina tracked specific keywords from audio clips ranging from 15,000 - 100,000 hours
with 95% accuracy (when compared to other solutions which provided only 75% accuracy)

16. susheel_ext@uniphore.com
THE auMinaTM ADVANTAGE
auMina can help BFSI
contact centers to listen,
learn, and serve customers
better.
auMina is cloud based and
enables enterprises leverage
the advantage of an effective
scalable solution with 95%
accuracy levels.
auMina is the best Speech
Analytics solutions available
in the market today.

17. THE auMinaTM ADVANTAGE
susheel_ext@uniphore.com
auMina is the go-to-solution for banks and financial institutions since it
helps them understand customers better and deliver enhanced customer
experiences.

18. NEED HELP? TALK TO US
To know more about the business benefits of implementing auMina
from Uniphore, reach out to Susheel at : susheel_ext@uniphore.com
To read more about how Speech Analytics can influence specific Business
Outcomes in Banking and Financial Services, CLICK HERE
susheel_ext@uniphore.com

19. Uniphore Sofware Systems is a frontrunner in the Speech Recognition Technology and Virtual Assistant
domains. It partners with over 70 enterprise clients and has over 4 million end users.
Uniphore was recognized by Deloitte as a Technology Fast 500 company in Asia Pacific in 2014 and was
also ranked as the 10th fastest growing technology company in India by Deloitte Fast 50 in 2015.