Athens, February 6, 2015
To Whom it may concern
Piraeus Direct Services (PDS) is a subsidiary company of Piraeus Bank, with headquarters in Athens, Greece. PDS is the contact center operation of Piraeus Bank group, a multinational bank spreading in 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.
In February 2014, PDS deployed a state-of-the-art NLU Speech Portal solution by Omilia, aiming at increasing the efficiency of call processing in our contact center and improve Customer Satisfaction. The solution was deployed by Omilia and integrated with our existing Genesys infrastructure (Genesys Framework v7.6 and GVP v8.1). We were particularly pleased that Omilia’s platform provides out-of-the-box support for the VoiceXML open standard, but most importantly for us, that it also supports almost all of GVP’s proprietary functionality.
Although both PDS and Piraeus Bank senior management had reservations regarding the maturity of Speech/NLU technologies to provide quality service to our customers, we were very positively surprised to discover that Omilia’s NLU solution not only managed to provide an excellent Customer Experience, but also exceeded, by a large margin, our expectation regarding all KPI improvements.
- To name a few of the dramatic improvements:
- • IVR abandonment rate was reduced by 50%
- • IVR handling time was reduced by 50%
- • Self-Service completion rate was increased by 40%
- • Complaints about traditional IVR complexity vanished
As a result we have been able to serve twice the number of calls with the same resources (especially number of IVR ports and ASR licenses) and significantly reduce agent-related operating costs.
A year after this deployment, I regard Omilia an indispensable and valued partner, and would highly recommend them to any organization wishing to improve their contact center operational efficiency.