Omilia Case Study
One of the largest financial institutions in North America presented the Omilia case study during SpeechTek 2017 in Washington DC.
Omilia Case Studies
Piraeus Direct Services (PDS) is the contact center operation of Piraeus Bank group, a multinational bank with headquarters in Athens, Greece and spreading into South-East Europe with more than 5 million customers. PDS serves the customers of Piraeus Bank Greece and Piraeus Bank Cyprus LTD on a 24×7 basis.
Yoigo is one of the largest Mobile Network Operators in Spain. With nearly 4 Million subscribers Yoigo constantly remains at the forefront of innovation and employs a strategy that focuses on low churn and retaining customers with great products and exceptional customer service.
In November 2016 Kcell, a major telecommunications provider in Kazakhstan, chose to trust Omilia with the delivery of a conversational customer care portal. Fully functional in both Kazakh and Russian languages it aimed to prove the superior results of DNN (deep neural networks) and NLU (natural language understanding) technology over existing DTMF technology.
In 2014, following a successful pilot with Omilia, Eurobank EFG took the decision to upgrade their old Voice IVR customer care portal to a new speech-enabled conversational customer care system with Natural Language Understanding (NLU) technology. The new system came online in March 2015 and has successfully served more than 4 million callers until today.
Omilia completely re-engineered Alpha Bank’s voice customer care portal to become one of Europe’s first full Natural Language Understanding (NLU) and Automatic Speech Recognition (ASR) powered Speech Portals, making customer experience safer faster, and more streamlined than ever.
Alfa Bank has significantly cut costs by reducing average handling time and taking agent to agent transfers to almost zero overnight. Alfa has also capitalised on Omilia’s adaptive maintenance to ensure it keeps its voice customer care portal up to date and functioning at peak performance.
Vodafone Greece was the first flagship launch of Omilia Technology in year 2010 and a landmark for NLU technology, since it was there that Omilia’s Dialogue Manager was used for the first time. Since then the portal has successfully serviced millions of customer every year, and has received the BITE AWARD for innovation in customer service.
CJSC MTBank is a modern commercial bank in Belarus which provides a full range of services to corporate and private clients. The MTBank call center works 24/7 and processes more than 150.000 contacts monthly. Many customers use of a mix languages (Russian and Belarusian) which was considered a potential problem for any natural speech recognition solution.
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Our proven Omni-Channel technology is aimed at:
Large Corporations (200+ agents / 4+ million calls per year), Integrators & Contact Center Service Providers.
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