SBI Mutual Fund has deployed speech-enabled IVR solution

Aug. 4, 2009 - PRLog -- Datacraft, the region’s leading independent IT solutions and services company, has implemented a unique solution for SBI Funds Management to provide “speech-enabled Interactive Voice Response (IVR) services” for the customers of SBI Mutual Fund.

SBI Funds Management is one of India’s leading asset management companies. It manages more than 100 different funds under SBI Mutual Fund, with assets of more than US$7 billion and a growing investor base. The company has embraced the latest technology in order to provide the best services to its six million customers. In the face of profound competition in India’s financial services sector, customer service is key to enhancing the company’s brand image. The speech-enabled IVR service will play a significant role in improving the end-user interaction. The IVR solution will allow customers to use their voice to get the latest NAVs (or Net Asset Values) of SBI Mutual Fund’s schemes. SBI Funds Management engaged Datacraft to provide design, development and implementation of the speech-enabled IVR solution.  

“The solution will improve customer service by offering more intuitive access to information and streamlining transactions. In addition, the solution will also increase customer satisfaction by shortening on-hold time and overall call duration,” said Sunil Manglore, CEO at Datacraft India.

The IVR solution is a pioneering project in deploying speech-enabled IVR services in the local Mutual Fund industry. Speech recognition, powered by Nuance, enables the addition of new features to the system that would have been cumbersome in a touchtone-only environment. The decision to select speech-enabled IVR solution was based on surveys of frequent customer calls and analysis of call patterns.

Datacraft India provided consulting and application development services to SBI Funds Management in designing and implementing the entire IVR solution. The solution would automate routine and frequent enquiries and free up agents’ time to address complex queries. This solution will ensure:
•   Enhanced customer satisfaction
•   Reduced time to service customers
•   Increase agent productivity in the customer support centre

“Datacraft has deployed various customized solutions for the financial services vertical. This deployment is an excellent demonstration of our solutions capabilities to help our clients deliver enhanced customer experience and provide improved interaction with their end clients. The solution also highlights Datacraft’s proficiency in addressing the business issues of the financial industry,” added Manglore.


About Datacraft
Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures. Datacraft combines an expertise in networking, security, data centre, storage, Microsoft solutions and converged communications & contact centre technologies, with advanced skills in consulting, integration, training and managed services to craft IT solutions for businesses. For more information, please visit www.datacraft-asia.com

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