Nuance Honors Barclays Bank, FedEx and Turkcell Global Bilgi for Excellence in Customer Service Innovation
Barclays Takes Homes Analysts’ Choice Award for its Innovative Use of Voice Biometrics Technology
London, UK - December 10, 2012 – Nuance Communications, Inc. today announced that Barclays Bank PLC, FedEx and Turkcell Global Bilgi won Customer Service Innovation Leadership Awards for their excellence in customer service innovation within their contact center solutions. The companies were recognized at the Nuance Customer Experience Summit, a bi-annual event attended by senior customer experience, customer service and marketing executives from the world’s leading enterprise and government organizations. More than 65 organizations were represented in Orlando, participating in best practice, innovation, customer experience and networking programs for contact centers, mobile and Web channels over two days.
The Customer Service Innovation Leadership Awards recognize companies that have delivered innovative customer service solutions that have achieved the highest levels of automation and customer service. The awards are judged by a panel of expert and independent customer service professionals and analysts.
Barclays, a major global financial services provider operating in more than 50 countries, was recognized for being the first organization in the world to deploy a passive voice biometrics solution as a means to transform the customer service experience. The identity of Barclays’ clients is automatically verified as they speak with a service center agent by comparing the callers voice with the voiceprint on file. This approach enables live agents to focus on clients’ needs during the call rather than the authentication process. Since implementing Nuance voice biometrics, 93 percent of Barclays’ clients scored at least 9 out of 10 for the speed, ease of use and security of voice authentication.
As a provider of a broad portfolio of transportation, e-commerce and business services, FedEx was recognized for being the first in its industry to deploy an advanced natural language understanding (NLU) call steering solution. Available in both English and French Canadian, the solution delivers a level of customer self-service that is unequaled by previous solutions, providing customers with a natural and conversational experience to efficiently and successfully accomplish everyday tasks, such as scheduling a pickup, tracking packages, finding the nearest FedEx location, getting rates and ordering supplies.
Turkcell Global Bilgi, Turkey’s leading customer relations management center, was recognized for its call steering application, which is the first NLU call steering deployment in Turkish language and in Turkey. The Nuance solution was designed to handle 100 million annual customer calls from pre-paid and post-paid customers of Turkcell, Turkey’s leading communications and technology company. The innovative solution has enabled Turkcell customers to easily complete a variety of transactions from personal inquiries and subscription changes to obtaining services information and making changes to tariffs.
“Barclays, FedEx and Turkcell Global Bilgi each exemplify in their own manner how voice-enabled technologies and innovative thinking can play a pivotal role in better servicing customers,” said Robert Weideman, executive vice president of Nuance's enterprise division. “Whether through Barclays’ implementation of voice biometrics or the natural language call steering solutions deployed by both FedEx and Turkcell Global Bilgi, each of these companies have demonstrated that they understand the needs of their customers and by doing so have set a high standard in customer service across a wide range of industries. We applaud all three companies for their ongoing innovation and commitment to the customer experience.”
Analysts’ Choice Award
Barclays was recognized with the Analysts’ Choice Award for Customer Service Innovation, earning the highest marks for the solution’s degree of innovation in its market, influence on market response and disruption power, as well as its value for both the business and its customers. The winner of the Analysts’ Choice Award was selected by a panel of esteemed industry analyst judges.
"The Analysts’ Choice award is a testament to Barclays’ innovative approach to customer service. Barclays’ use of passive voice biometrics is quite unique in that it complements the live agent customer service experience and person-to-person interactions effortlessly,” said Dan Miller, senior analyst of Opus Research, and one of the award judges. “By passively authenticating customers through voice biometrics, Barclays lets its highly skilled representatives focus on handling the core purpose of each customer call. I expect that other companies in the financial services industry to follow suit with similar solutions, that provide security while at the same time delivering a high-touch customer service experience over the phone.”
About Nuance Enterprise Solutions
Nuance is a leading provider of solutions that enhance and automate the customer service experience, through speech-based IVR (interactive voice response), mobile and web channels. Nuance’s solutions increase customer satisfaction levels by reducing or eliminating hold times, enabling highly accurate automated self-service, and enabling highly valued customer interactions via inbound and outbound solutions. Nuance’s solutions process over 12 billion interactions per year, and its voice biometrics solutions have over 26 million secure voice prints enrolled – more than the rest of the industry combined. Nuance customers include the world’s largest and most respected organizations, including Acer, Amtrak, E*TRADE, GE Money, Time Warner Cable, T-Mobile, US Airways and others.
About Nuance Communications, Inc
Nuance Communications is a leading provider of voice and language solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications. For more information, please visit www.nuance.com.