Teckinfo’s well designed IVR solutions are assisting in easing up consumer services by taking care of the repetitive and complicated questions over the phone. We use our extensive domain expertise to deliver Industry Specific Customer Interaction Management solutions, says Uday Vaishampayan, Director, Teckinfo Solutions Pvt Ltd, in conversation with Elets News Network (ENN). Excerpts:
Give us an overview of your product line and services in India.
Teckinfo is a leading provider of Unified Contact Centre, Self Service Interactive voice response (IVRs), Customer Interaction Management, Customer Care and Help Desk Solutions.
We offer various products for the banking industry such as IVR Edge and InterDialog UCCS.
- IVR Edge: A robust platform to create Self Service IVRs and integrate with databases in the back-end.
- InterDialog UCCS: A highly reliable and scalable unified contact centre software which enhances customer experience for multichannel interactions via voice, chat, SMS, email or social media.
Extensive domain expertise helps us to deliver Industry Specific Customer Interaction Management solutions. We have custom built solutions for banks, especially cooperative banks, where we see tremendous scope for growth.
Teckinfo is providing a lot of options in the Contact Centre domain to the banking and financial segment, tell us about some of your best selling products for the BFSI sector.
We offer solutions for Self Service Interactive Voice Response (IVR) and agent assisted phone banking services by integration with the core banking software at the backend. InterDialog Unified Contact Centre Software and IVR Edge are some of our products of choice for the BFSI segment.
In the era of digital banking, how do you think IVR services are changing the banking sector in India?
Providing services to customers in the traditional way is attracting a lot of cost, therefore our IVR services take care of the repetitive questions and ease up the pressure of consumer service. Rest of the queries or more complicated ones can be attended by the phone banking executives. More than 50% of the queries can be handled on the self service and only the remaining need to go to CSR’s (agent assisted service). Solutions like Visual IVR (IVRs with visually guided menus) on your customer’s smartphone or your website further enhances the customer’s web-based support experience.
Your organisation has been closely working with the cooperative banks in India, how are your products and services assisting these banks in getting digital?
Young and tech savvy Indians are looking at more than just brick and mortar banking. ATMs, banking apps, net banking, and several other payment options have helped banks grow their reach and customer base along with reducing the need of individuals to go to the banks regularly.
We provide Self Service IVRs and Contact Centre Solutions that help co-operative banks to give excellent service to their customers. Visual IVR is a new concept which can be used by cooperative banks. Our phone banking solution integrates with core banking software to provide robust and effective customer service, helping banks to better their customer engagement and retention.