Tech News
Money matters on the phone
Mustak Hossain
EVER imagined getting all your banking needs done at the touch of a button, an automated voice at your service 24/7? It's now a reality: a homebred software firm has developed solutions for phone banking. It has pulled out an interactive voice response or IVR system to support fast and round-the-clock customer service.It's not the first in the line of tailor-made software Business Automation Limited (BAL) has thrown up; in fact, they are the pioneers in software development in Bangladesh. Its officials claim the system is a great bargain in terms of price and quality. Installation of the service enables easy access to a customer's personal banking details via a fully automated voice service. "The interactive voice based system could be accessed by dialling a pre-designated telephone number and provide inputs from the telephone keypad," BAL's Executive Director Zahidul Hasan Mitul told The Daily Star. Besides serving the banks' or financial institutions' basic needs and acting as a general information desk, it also enhances their customer support staffs' ability to manually provide information to clients, Mitul added. "It could be used for customer care and even launching voice-based services for cell phone and fixed phone users." The system can be an interactive one that prompts customers to key in specific numbers for specific queries and deliver support accordingly. The fast growing software development company has also focused on developing and promoting telecommunications solutions. One of its core products, CallRegister, has become somewhat popular among its users. Over 200 organisations including local and multinational firms use the software for keeping record of telephone calls. Even companies can create logs of both incoming and outgoing calls made by its employees. BAL is also contemplating developing exclusive telecommunications solutions including ones based on wireless technology. The phone banking software is attractively priced and would help reduce outflow of foreign currencies. The software could even be customised according to client need. Some local banks and financial institutions have already installed the software and some are in the process to sign contracts with BAL to have the software installed. "It has been a very effective tool for customer care at financial and banking institutions," another official said. Financial institutions are gradually showing interest in prompt customer care to remain competitive, he added.
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