SmartIVR

Customer Self Service Tool

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New Mission of Contact Centers

Customer Satisfaction Improvement Efficiency Improvement Self Service Investment & Financing Marketing Promotion Information Service

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Business Requirements

Customer Self Service Automation

Access to both Cards & Accounts information Balance, Deposits, Withdrawals, Liabilities Investments & ATM Services etc. Statements (Over Phone & FAX) Utility Payments & Fund Transfers General Information

Integration with Core Banking / Card Systems Auto Attendants

Bill Reminders Telephone Surveys Telephone Notifications

Inventory & Reporting Custom IVR configuration Common MW for AgentDesktop & IVR Visibility to IVR Usage & customer convenience Speech Integration (English & Arabic) FAX integration & TPIN Management

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Product Overview

SmartIVR is a Genesys GVP based customer self service tool (VXML) designed for financial institutions.

Customer Self Service on Financial/General Info Concrete Menu Design For Easy, Fast & Accurate Navigation TDES & RSA Encryption Support Fully Configurable Business Logics & Prompts Multi-Switch Environment Support Multilanguage Support (English, Arabic and more..) Integration Support With Any Enterprise Systems ASR (NUANCE) /TTS Integration Support Database Logging Enables Various Reports (Optional) Flexible & Scalable design to fit to any banks requirements. Customer Session Handling To Reduce Long Queue Time

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Product Architecture

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Architecture

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Technical Requirement

Call flow Development (GVP & Nuance) - 90+ Menus Accounts, Credit Cards, Prepaid cards, Murabaha, ATM & SMS Services Configurable MW built for Agent Desktop / IVR Channels Modularized IVR with high reusability Extensive Logging for MIS purposes Cradle-to-Grave reporting Multi-vendor PBX - CTI Integration for Screen popup Custom built solution for TPIN Management

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Credit & Prepaid Card Services

Balance & Last n Transactions

Multiple Card Relation to CID Multi Currency Cards Card Listing for easy selection Integration with Card Systems

Credit Card Payment

Per Day Limit based on Customer Classification 2 Phased Transaction with CBS & Card Systems Per Day Limit based on Customer Classification 2 Phased Transaction with CBS & Card Systems Activate Card PIN Encryption Change TPIN Deactivate Card (Lost & Stolen)
RightFax Integration Option to Chose Monthly, Bi-Monthly & Quarterly Statement Retry Option with SMS, Email Notification Detailed Reporting

Prepaid Recharge

ATM Services

Fax Statement

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Account Services

Balance & Last n Transactions

Multiple Card Relation to CID Multi Currency Accounts Account Listing for easy selection Integration with CBS

Funds Transfer

Own Account Transfer Transfer to other Customer Accounts Multiple Currency Mgmt Between Accounts Transfer to Other bank accounts
RightFax Integration Option to Chose Monthly, Bi-Monthly & Quarterly Statement Retry Option with SMS, Email Notification Detailed Reporting Activate Card PIN Encryption Change TPIN Deactivate Card (Lost & Stolen)

Fax Statement

ATM Services

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Other Services

TPIN Management

Create TPIN Lock Management Change TPIN Strong Encryption Methods

Loan Services

Multiple Loan Relation to CID Account Listing for easy selection Integration with CBS
Account Listing for easy selection Payment Options Liabilities Statement by account Mobile update Subscribe / Unsubscribe for Mobile Updates CBS, Card System integration

Loan Payment

SMS Subscription

General

Forex Rates for Various Currencies Other Banking Products

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Speech Implementation

Nuance 9.x suite of products HA Deployment Support for English/Arabic & other Indian languages 90+ Menu Selection by speech Credit Card Inputs by Speech Account Number, Phone Number Inputs by Speech

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Reports

Statistics By Menu Fax Report for Account Statement Fax Report for Liabilities Statement Statistics by Service (CBS, Card System) TPIN Statistics Report Reports on Financial Transactions IVR Application report Call Summary Report

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Benefits

Complete IVR & Reporting Solution In-Box Easy Integration With Various Technologies & Enterprise Systems (CRM, ERP, BPM etc.). Business Logics Can Be Written In Various Programming Languages (ASP.Net, JSP, PHP etc.) Call Identification Through Speech Recognition Re-Usable Components & Modules Minimize Agent Interactions

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Questions !!!

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SmartConnect
Orchestrate | Channelise | Unify
2010-12 SmartConnect Technologies. All Rights Reserved.

The information herein is for informational purposes only and represents the current view of SmartConnect Technologies (and its associates/group companies), as of the date of this presentation. Because SmartConnect must respond to changing market conditions, it should not be interpreted to be a commitment on the part of SmartConnect, and SmartConnect cannot guarantee the accuracy of any information provided after the date of this presentation. SmartConnect MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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Srikanth SESH Call: +91.98197 12091 ssrikanth@smartconnectt.com

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