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SBI Mutual Fund has deployed speech-enabled IVR solution

Computerworld Singapore Staff Writer | July 21, 2009
Datacraft India was contracted to design and implement the solution

SINGAPORE, 21 JULY 2009 Datacraft 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.

Datacraft is a leading independent IT solutions and services company. SBI Funds Management is one of India's leading asset management companies which manages more than 100 different funds under SBI Mutual Fund, with assets of more than US$7 billion and a growing investor base.

The speech-enabled IVR service will play a significant role in improving the end-user interaction, said a Datacraft representative. 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.

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

According to the IT solutions company, 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. 


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