Bank Discount has awarded an contract to Ness Technologies, an Israel-based provider of IT services and solutions, to deploy an interactive voice response (IVR) and speech recognition system. The project will last 18 months.
Technologies and Systems Group (Ness TSG), the communications division of Ness Technologies, will provide the bank with an interactive voice response solution based on the Genesys Voice Platform (GVP), a software-based voice portal developed by Genesys Telecommunications Laboratories, an Alcatel-Lucent company.
GVP enables businesses to provide cost-effective customer interactions. In addition, the solution will include the deployment of advanced speech recognition applications which will enable, at the first stage, to receive information about stock rates and branches opening hours. The speech recognition will be performed using a speech recognition engine developed by Nuance.
Shay Vardi, CIO at Bank Discount, said: The advanced system that was proposed by Ness enables the right integration of the various technologies that exist in the bank and complements the bank’s Genesys CTI system. The system will allow us to deploy new services rapidly in a short time, and improve our service level.