Uniphore's mission is to enable enterprise mobility by connecting businesses to customers, employees, and partners through voice biometrics, multi-‐lingual speech recognition and comprehensive mobile technologies.

1. Contact Center Solutions

2. COMPANY
SNAPSHOT
Speech-­‐enabled
Enterprise
Mobility
Solu6ons
•
Uniphore's
mission
is
to
enable
enterprise
mobility
by
connec=ng
businesses
to
customers,
employees,
and
partners
through
voice
biometrics,
mul=-­‐lingual
speech
recogni=on
and
comprehensive
mobile
technologies.
•
Pioneer
in
Indian
Language
Speech
Recogni=on
and
Voice
Biometrics
solu=ons
on
a
Cloud
•
4
years
old
with
large
enterprise
customers
and
a
Fortune
500
en=ty
•
Providing
voice-­‐based
solu=ons
across
a
variety
of
ver=cals,
including
many
of
the
most
pres=gious
banks
and
financial
services
companies
in
India
•
Innova=ons
in
Banking
highlighted
in
Times
of
India,
Forbes
India,
Hindu
Business
Line,
TechCruch
and
many
others

3. CONTACT
CENTER
SOLUTIONS
IVR
Banking
IVR
IVR
connected
to
the
core
banking
system,
enabling
transac7ons
over
the
IVR
Speech
Navigated
IVR
Rather
than
pressing
bu;ons,
customers
use
speech-­‐based
inputs
to
navigate
the
IVR
Voice
Authen=ca=on
IVR
Customers
authen7cate
their
iden7ty
through
Voice
Biometrics,
automa7ng
and
enhancing
security
•
Uniphore
can
provide
you
with
an
IVR,
or
enhance
your
current
IVR
with
Banking
IVR,
Speech
Navigated
IVR,
and
Voice
Authen=ca=on
IVR
•
All
solu=ons
are
available
in
11
Indian
languages
•
All
solu=ons
can
be
delivered
on
the
cloud
or
on
premise

4. IVR
Op=on
1
IVR

5. IVR
Solu6on
Features
• Uses
pre-­‐recorded
voice
prompts
and
menus
to
present
informa=on
and
op=ons
to
callers,
and
touch-­‐tone
telephone
keypad
entry
to
gather
responses
• Voice
confirma=on
is
given
back
to
the
user
to
ensure
all
informa=on
and
data
keyed
is
correct.
• Mul=ple
telephone
line
support
both
on
Analog
and
Digital
• Advanced
call
screening
and
call
switching
op=ons
• Full
logging
of
callers'
details
and
all
the
selec=ons
made
during
the
call
• Mul6-­‐Language
support
• Solu=on
integrates
with
bank’s
exis6ng
contact
center
infrastructure,
MIS,
or
CRM
Solu6on
Benefits
• Enhance
customer
sa6sfac6on
by
reducing
busy
signals
and
hold
=mes
• Reduce
costs
by
automa=ng
many
call
center
func=ons
• More
efficient
and
cost-­‐effec=ve
method
of
servicing
today’s
customers
• Cloud-­‐based
delivery
requires
no
huge
capital
Investments
to
build
or
expand
services

6. BANKING
IVR
Op=on
2
Banking IVR

7. IVR
Solu6on
Features
Solu6on
Benefits
BANKING
IVR
• Allows
customers
to
access
Account,
Loans
&
Investment
Services
from
the
comfort
of
their
home,
office
or
on
the
move
• Connects
IVR
to
core
banking
system
so
that
customers
can
transact
over
the
phone
• Integrates
alert
features,
enabling
customers
to
receive
balance
alerts,
learn
of
poten=al
iden=ty
the
or
account
fraud,
etc.
• Accep=ng
touch-­‐tone
payments
allows
customers
without
internet
access
to
transact
electronically
• Increased
customer
sa6sfac6on
through
access
to
banking
services
24
hours
a
day

8. FLOW
Core
Banking
System
IVR
“You are now verified. Please press the number of
the service you would like to avail.”
1.
Balance
Inquiry
4.
Funds
Transfer
3.
Recurring
Deposit
6.
PIN
Change
7.
Statement
8.
Remicance
9.
Loan
Payment
2.
Fixed
Deposit
5.
Card
Ac=va=on
BANKING
IVR

9. SPEECH
NAVIGATION
IVR
Op=on
3
Speech-Navigation IVR

10. SPEECH
RECOGNITION
Speech
Recogni6on
for
voice-­‐navigated
transac0on
Speech
Recogni6on
is
the
ability
of
a
program
to
understand
and
carry
out
spoken
commands:
•
Background
noise
cancella=on,
seman=c
interpreta=on,
and
grammar
specifica=on
•
Enables
natural,
human-­‐like
conversa=ons
and
sa=sfying
interac=ons.
Uniphore's
Speech
Recogni6on
technology
understands
and
responds
to
the
par6cular
characteris6cs
and
nuances
of
11
languages
and
over
100
Indian
dialects.
SPEECH
NAVIGATION
IVR

11. SPEECH
CONTACT
NAVIGATION
CENTER
IVR
Solu6on
Features
• Customers
navigate
the
system
through
speech-­‐driven
commands
with
Speech
Recogni=on
• Once
authen=cated,
customers
speak
any
service
or
informa=on
they
wish
to
avail
• All
users
can
engage
the
system
in
any
one
of
11
Indian
languages
• Surveys
built
into
voice
calls
to
interac=vely
collect
valuable
informa=on
and
test
customer
sa=sfac=on
• Automated
outbound
voice
calls
for
payments
reminders,
payment
confirma=ons,
fraud
alerts,
etc.
Solu6on
Benefits
• Provide
customers
with
a
personalized
self-­‐service
experience
in
their
local
language
• Reduces
customers’
call
dura6ons
by
elimina=ng
the
need
to
navigate
lengthy
IVR
menus,
and
provides
a
streamlined
service.
This
leads
to
major
cost
savings.
• Reduces
the
banks
cost
to
serve
customers,
as
self-­‐services
eliminates
the
need
for
human
agents
up
to
75%
of
the
=me
• Gather
useful
insights
from
customers
through
surveys

12. VOICE
AUTHENTICATION
IVR
Op=on
4
Voice Authentication IVR

13. Voice
Biometrics
for
user
authen0ca0on
A
voiceprint
is
a
patented
series
of
algorithms
&
measurements
that
represent
a
set
of
features
extracted
from
a
person’s
voice:
•
Unique
to
each
person
&
closely
related
to
the
vocal
tract
shape
and
mo=on
pacers
• Encrypted
mathema=cal
measurements,
stored
as
BLOBs
•
Accurate
over
many
communica=on
channels,
such
as
telephone,
mobile
phone
and
Voiceover
IP.
Uniphore’s
Voice
Biometrics
Engine
captures
over
30
parameters
of
an
individual’s
voice
VOICE
AUTHENTICATION
IVR

14. IVR
Solu6on
Features
Solu6on
Benefits
• Drama=cally
enhances
security
of
customer
interac=ons
• Creates
a
more
convenient
customer
experience
in
which
users
do
not
have
to
remember
passwords
or
mul=-­‐digit
PINs
or
Card
Numbers.
• Customer’s
experience
a
personalized
self-­‐service
experience
in
their
local
language
• Reduces
the
banks
cost
to
serve
customers,
as
self-­‐services
eliminates
the
need
for
human
agents
up
to
75%
of
the
=me
• Agents
focus
on
the
problem
at
hand
rather
than
spending
=me
on
iden=ty
verifica=on
• Overall
shorter
caller
wait
6mes,
faster
call
handling
6mes
and
lower
call
abandon
rates.
VOICE
AUTHENTICATION
IVR
•
Customer
authen6cates
their
iden6ty
using
Voice
Biometrics
in
order
to
access
account
informa=on
or
transact,
replacing
agent-­‐assisted
personal
ques=ons
or
low-­‐security
passwords
•
Used
to
automate
important
func=ons
such
as
PIN
change,
wherein
users
authen=cate
their
iden=ty
using
Voice
Biometrics,
then
can
automa=cally
reset
their
password

15. CONUTASEC
TC
CAESEN
TER
Use
Case:
Voice-­‐based
Fund
Transfer
Through
Speech
Recogni0on
and
Voice
Biometrics
1. Welcome
to
the
Customer
self-­‐service
portal.
What
would
you
like
to
do?
Get
mini
statemenc,
update
personal
details
or
Fund
Transfer
2. Fund
Transfer
3. You
said
Fund
Tranfer.
Is
that
right
?
4. Yes
6. The
system
will
authen=cate
your
voice
as
a
security
measure.
Please
say
your
passphrase
8.
Customer
says
the
password
specified
during
enrollment
(
E.g.:
India
is
a
great
country)
9.
You
are
now
authen=cated.
Current
Balance
in
Savings
account
is
10,456
rupees.
Current
Balance
in
Checking
account
is
16,398
rupees.
10. Please
say
the
name
of
the
account
you
would
like
to
send
the
money
from
11. Savings
12.
Please
say
the
name
of
the
account
to
which
you
would
transfer
the
funds
to
13.
Checking.
14.
Please
specify
amount
you
would
like
to
transfer
15.
5,600
rupees.
16. 5600
rupees
will
be
transferred
from
your
Savings
to
your
Checking
account.
Please
say
yes
to
Confirm
17.
Yes

16. Thank
you
www.uniphore.com