Setting up contact centers with voice self-service system has helped many telecom operators optimize subscriber service, improve their image, and substantially cut expenses. At the same time, it has helped to increase call processing rate and reduce number of wrong connections, while utilization of voice biometrics methods has ensured reliable protection of clients’ personal data.  

Operation of contact centers equipped with voice self-service systems allows telecommunication companies to achieve average 60% increase of automatic access to such applications as balance top-up and telephone number locking, and 40% cut of wrong call transfers. There is a nearly 90% reduction of complaints about improper service, and over 30% growth of effective subscriber self-service. As a result, savings may amount to millions of dollars.

Results of Voice Technology Integration into Turkcell Global Dilgi Services
With 7500 contact center operators, Turkcell has nearly 34 mln clients and annually receives around 120 mln calls. Yet, calltransfercorrectnessreaches93%. Instead of PIN code, a system of voice passwords is used for personal account access, providing average 45 second reduction of verification time per subscriber.

Use of Voice Biometrics Technologies by Bell Canada
In 2002, the telecom operator serving over 18 mln subscribers put into operation a system that provides user authentication by their voice prints. Consequently, with 5 mln successful verifications per year, annual savings amounted to around $8 mln.