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.

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.

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.