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

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