Programmable Telecoms in Finance Industry Utku Yavuz Collaboration Services Specialist Garanti Technology
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Programmable Telecoms in Finance Industry
Utku Yavuz
Collaboration Services Specialist Garanti Technology
Agenda❖ Turkish Finance Industry and Garanti Bank
❖ Customer Satisfaction
❖ Programmable Telecoms Role in Customer Satisfaction
❖ TADs Effect on Enterprises for Implementing Programmable Telecoms
❖ Case Study - Translator Bot
❖ Q&A
Turkish Finance Industry
~80 million~40 million < age 30
52 Financial Institutes
45 million Internet banking users50% Internet Penetration
97% Mobile Subscription
❖ Send/Receive money via social media (Facebook).
❖ Biometric authentication in ATMs.
❖ QR-Code authentication in ATMs.
❖ Send/ask for money to/from phone numbers.
❖ Fingerprint/Eye-verify log-in to mobile apps.
❖ Contactless payment.
❖ Payment via mobile phone.
❖ Voice activated transactions.
❖ Chat based financial assistant.
❖ Branch appointment via mobile application.
❖ Video-based credit applications.
Garanti Bank
❖ 2nd largest private bank by asset size
❖ 14.6 million customers
❖ 963 branches
❖ 4.757 ATMs
❖ 70 million customer interactions via contact center
❖ 4.1 million active mobile banking users
Customer Satisfaction
Customers feeling non appreciated by the companies 58%
Customers who rather clean a toilet to contact customer service 38%
Customers who stopped doing business due to poor support 49%
Programmable Telecoms for Customer Satisfaction
❖ Trust
❖ Ease of access
❖ Listening customers more
❖ Making customer a part of the process
Garanti Examples
Remote Expert Remote RelationshipManagerFull Support
Garanti Bot
Chatbot for
EmployeesDigital HR
TADs Effect on Enterprises
❖ Bureaucratic barriers
❖ Not being familiar with technology vendors
❖ Being afraid of changing the old technologies
❖ Lack of employee know-how
❖ Being able to demonstrate enterprise management what can be achieved using programmable telecoms
❖ Meeting with new technology vendors
❖ Having an experience on new technologies and chance to see how easy it is to implement
❖ Employees gain know-how
Case Study - Translator Bot
Merhaba
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