Speechouse continues to contribute speed and value to the lives of Turkcell subscribers thanks to the Robot Operators working together with a speech recognition system in an integrated manner. With this new application carried out in Turkey, subscribers are able to refill prepaid minutes to their mobile phones with their own voice through the help of robot operators located in call centers.
Turkcell, which is Turkey’s leading mobile operator, has just launched a service enabling its prepaid subscribers to refill prepaid minutes to their mobiles more rapidly and easily. Thanks to this application, subscribers calling the Global Bilgi Call Center through dialing 8035 in order to refill prepaid minutes to their mobiles, as well as the mobiles of their acquaintances, are able to perform this operation without needing any help from the customer representatives, through the help of the robot operators instead.
Within the scope of this extra service, any of the 20 million prepaid Turkcell subscribers provides some information to the robot operator, such as their GSM number, the GSM number they want to refill prepaid minutes, as well as the number of the prepaid minutes they would like to refill. The total charge may be collected easily through the credit card whose information has previously been provided by the subscriber. Other subscribers who prefer refilling prepaid minutes to their mobiles through the help of a customer representative may continue getting service in the previous style.
This service that was started to be carried out by Speechouse, which is a Business Partner of Nuance Communications –world’s leading Global Information and voice service systems provider- enables call center employees to deal with more complicated issues and to provide their customers with more effective services. The system also enables other subscribers trying to communicate with the customer representative with the aim of receiving support from the call center regarding different issues to hold on the line for a shorter period.
Tarkan Ersubaşı, CEO of Speechouse, states that the system has been accepted within a short time and the success of the speech recognition technology is as high as 92.6%.
Having expressed that the automatic speech system has given them the opportunity to provide a new customer experience, A. Fahri Arkan, Global Information Application Development Manager, states the following: “In order to set up this sophisticated system, we worked together with Speechouse and we have seen the value-added contributed by this system to our business processes in a short time.”
After specifying that they will continue to provide value-added services for the Turkish market through the collaboration they have developed with Nuance, which renders the most developed technologies within the area of voice services, Tarkan Ersubaşı added: “We are providing the enterprises in Turkey with the technologies of Nuance which attract considerable attention on a global scale, together with a language support. With these services, we are not only accelerating the business processes of these enterprises, but also increasing their efficiency, too.”
Speechouse, which is Nuance’s representative in Turkey, continues to provide professional services in order to strengthen the applications most commonly used in Turkcell IVR system with the speech technology. Speechouse also plans to render new and alternative automatic services in the near future with the objective of improving the services provided by Turkcell for their customers with regard to Global Information.
About Global Bilgi:
As a Customer Relations Management Center, Global Bilgi, which was founded in October 1999 as a member of the Turkcell Group, provides service for Turkey’s leading companies, particularly for the ones operating in telecommunication and media sectors. For more information please visit www.globalbilgi.com.tr
