Omilia Clients & Case Studies

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Omilia Case Study

One of the largest financial institutions in North America presented the Omilia case study during Enterprise Connect 2019.

More than 16 million clients
More than 100 million incoming calls/year
Supporting 13,500 agent seats

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Omilia Case Studies

Piraeus Bank

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

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.

Kcell

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.

Eurobank

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.

Alpha Bank

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

Alfa Bank has significantly cut costs by reducing average handling time and taking agent to agent transfers to almost zero overnight. Alfa bank 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

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.

MTBank

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.

Alfa Bank 2020 deepVB® project

The Alfa-Bank Voice Biometric project was completed in less than 5 months! The goal of the project was to speed up the authentication process, minimize fraud and reduce agent costs, all at the same time! The bank had amazing Authentication & Security results which led to major cost savings and increased Customer Experience.

BPS-Sberbank

BPS-Sberbank launched with Omilia a Conversational AI Virtual Assistant, Alesia, which processed almost 400,000 clients requests without any agents help in less than a year! This converts into 30% automation in calls, 18% automation in chats and 30 seconds maximum dialling time. Results? Colossal costs savings on agents hiring and great customer experience.

ARRANGE A DEMONSTRATION

Our proven Omni-Channel technology is aimed at:

Large Corporations (200+ agents / 4+ million calls per year), Integrators & Contact Center Service Providers.

If you represent a relevant business and would like to arrange a demonstration of our technology and learn how it can transform your customer care, fill out our form and we will get in contact with you to get the ball rolling.

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