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Voice biometrics—Omni-channel customer engagement success stories

Turkcell – the worlds #1 telco in voice biometrics.

Voice biometrics achieves industry-leading adoption rates at mobile service provider.

Company profile

Turkcell Global Bilgi is a 100% subsidiary of Turkcell. The company serves as a customer relationship management center to a portfolio of corporations including Turkcell, which, as of December 2011, was the leading mobile provider in Turkey with over 34 million subscribers. With operational facilities in Turkey, Belarus, and Ukraine, Turkcell Global Bilgi has over 10,000 employees and 7,500 call center seats. The company handles more than 120 million contacts each year through their interactive voice response (IVR) system and more than 1.5 billion interactions across all customer service channels.

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Turkcell Global Bilgi uses Nuance Voice Biometrics

As a pioneer service in Turkey, we first launched this system for a limited number of subscribers, but it attracted more attention than we had expected and reached 4 million users in a short time. Customers like the very simple and fast authentication process of only 5 seconds.

Fahri Arkan
Assistant General Manager of Information Technologies
Turkcell Global Bilgi

Challenge

  • Complex and unfriendly customer authentication process
  • Customers unable to resolve issues in the IVR due to failed authentication
  • Long AHT by agents resulting in increased operational costs

Results

  • 10 million enrolled voiceprints
  • Reduced AHT by 20 seconds for individual users and by 45 seconds for corporate users
  • Reduced operating expenses

Background

To manage their account and conduct transactions over the phone, Turkcell subscribers needed to enter the 4-digit passcode associated with their account. Many of the callers did not have or could not remember their code, so they were unable to conduct transactions using the IVR system. These callers were transferred to Turkcell Global Bilgi call center agents, who were tasked with asking personal information to verify the callers’ identity. This was a time-consuming process that obstructed the caller from quickly completing their transaction and, as a result, had a negative impact on customer satisfaction.

Turkcell Global Bilgi sought to simplify and streamline this identity verification process and identified clear benefits with a voice biometrics solution. These included:

— Reducing the overall time to authenticate a caller. The company estimated a potential 20-second reduction in time for individual subscribers and a 45-second reduction for corporate subscribers
— Increasing the security of transactions by using the biometric features of voice for account access instead of answering questions
— Improving the customer experience by providing a faster and easier authentication process using enhanced technologies. With voice biometrics, callers would no longer have to remember their passcode.

To select a vendor for a voice biometrics solution, the company issued a comprehensive request for proposal (RFP). To gain additional insight into technical features and potential deployment challenges, the company also did a pilot implementation of a password reset application for 7000 employees. The password reset application was developed based on a solution provided by Speechouse using Nuance Security Suite. The pilot enabled Turkcell Global Bilgi to get real user feedback and experience for their next implementation. It also helped to confirm the existence of local support partners.

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