iTalk Voice Response Webinar - Jack Henry Banking webinar - italk...2016/10/27 · iTalk Voice...

iTalk™ Voice Response Webinar

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Amy Aldrich, JHA Banking Product Specialist

Dates contained in this document are provided as estimates only and can be changed at any time at the sole discretion of Jack Henry & Associates, Inc.

© 2015 Jack Henry & Associates, Inc.®

Agenda

• iTalk™ Features

• iTalk™ Options

• iTalk™ Administration

• iTalk™ Reports


iTalk™ Features

• In-House and ASP offerings

• In-House: physical or virtual servers

• ASP (Hosted): available for both Outlink and In-House cores

• iTalk™ uses JHA’s jXchange and ODI interfaces

• VoIP/SIP, Digital, Analog

• Dynamic call flows

• Customizable prompts

• Touchtone and speech capable


iTalk™ Features - continued

• Offline Mode

• Speech mode, currently available in English

• Touchtone mode, currently available in English and Spanish

• Professional Voice Talent

• Text-to-Speech (emergency messages) and account descriptions (optional)

• Multi-layered authentication points

• Voice Recognition

• Global Commands

• “Smart Menus” for account type selection


Offline Mode

• If iTalk™ loses connectivity to the core, the system goes in to ‘Offline Mode’

• Limited functionality

• “It appears that our systems are either offline or down for maintenance. As a result, your options are limited, and we are unable to quote you an up to the minute balance. During this call, your balance will be current as of {date}.”

• Checks about every 60 seconds for connectivity

• Automatically goes online when connectivity is restored

• iTalk does NOT go offline during nightly processing – real time communication is still supported via jXchange


Greeting and Mode Selection

Greeting

The greeting is the first thing that a caller will hear.

• Ex-01: Thank you for calling iTalk™ . Please listen carefully as our menu

options have changed.

• Ex-02: You have reached My Bank’s 24 hour telephone banking system.

Mode Selection Types

If your institution has purchased the ‘Voice’ feature for iTalk™ :

• Touch Tone Only – Callers will default to the touch tone side of the system.

• Touch Tone with Speech Recognition – Callers will default to the touch

tone side of the system and will not hear the option to use voice

recognition at the beginning of the call. They can press 8* at any time to

switch to the voice recognition side.


About the Voice!

• iTalk™ offers a female voice for all standard

recordings

• Installation includes 10 customized recordings

• Examples

• Greeting

• Stop Payment Disclaimer

• Offline Message

• Transfer to CSR Message

• Generic Holiday Message

• Due to the holiday, our offices are closed for today. Our offices

will be open again tomorrow.....

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Customized Voice Messages

• Recordings can be customized

• A ‘voice script change’ is any change made to the default

script/verbiage that the callers will hear.

• Professional recording using iTalk™ talent

• matches standard voice

• Bank-recorded using bank’s talent

• Text to Speech (computer generated)


Voice Recognition

• Enables callers to navigate telephone banking with speech, instead of using buttons.

• Caller can press 8* at any time to switch to the voice recognition side.

• If voice recognition is taken, callers are given key words to use to access different menus and functions of the system.

• Caller can say ‘HELP’ at any time to get more information on options available.

• If the system can’t recognize what the caller is saying after a set number of attempts, the system will revert to touch tone.


Voice Recognition

• Barge-In Feature:

• Allows a caller to interrupt the system.

• System Synonyms

• Every function of the system has a list of commands

that it will respond to. This list can be edited as

needed.

• Synonyms can also be used to tune for regional

pronunciation needs.


Customer Authentication

• Authentication Options• Account # plus PIN

• Account # plus PIN plus SSN

• Account # plus PIN plus Last 4 digits of SSN

• Account # plus PIN plus Zip Code

• Account # plus PIN plus Date of Birth

• Account # plus PIN plus ANI (caller ID)

• Customers will authenticate when performing a function that requires authentication.

• Each function can have a separate method of authentication.

• When visiting additional functions in the system, user only authenticates with uncollected information.


About Global Commands

• iTalk™ has global commands that can be invoked from

(mostly) anywhere within the system.

• The next few slides will show the global commands and

the purposes for which they are used.

• If at any point, a global command may not be invoked

under specific circumstances, that information is

included.


Global Commands


Global Commands - continued


iTalk™ Options

• Account Balance and History Inquiries

• Funds Transfer, with scheduling options

• Payments, with scheduling options

• Stop Payments

• Interest Rates (advertising)

• Change ODP Opt-in Status (Reg E)

• EFT card options:

o Activate, Deactivate, Reorder (available for Passport.PRO and

.Direct)

• Merchant Verification

• Transfer to contact center option (In-house or Express)

• Bank Information


Account Balance

• After successful authentication, the customer will select which account type to hear information for.

• iTalk™ will only allow the customer to select from the account types that are on their profile.

• The system will determine if there is more than one account.

• If only one account exists, the system reads back the full account inquiry details as designated by the financial institution.

• If more than one account exists, the caller is prompted to enter the account number for which they want to receive account information or the caller can select to hear a list of all available accounts and a related balance.


Account History

• All monetary transactions such as checks, ATM,

and web transaction history are available as

follows:

• All withdrawals and other debits

• All deposits and other credits

• All ATM transactions

• All transactions

• Last (1-5) Transactions

• By Amount

• By Date

• By Check Number

• Advances

• Payments


Account History - continued

• FI can customize what info is played back

• Check number

• Transaction amount

• Transaction type (withdrawal, deposit)

• Date

• Confirmation number (where applicable)


Funds Transfers

• Customers can control when transfers occur• Immediately

• One-time in the future

• Weekly

• Bi-weekly

• Monthly

• Semi-monthly

• Customers can transfer between their own accounts or

to another customer’s account

• For future dated and recurring transfers, if set up on the

31st, transfer will occur on last day of the month


Payments

• A caller will be able to make payments to loans

• Either as part of transfers options or as a separate menu

option for making payments

• Bank defined payment options

• Amount Due

• Customer chosen amount

• Payoff


Stop Payments

• Allows a customer to stop payment on a check that

has been written against their account. Customers

can place a stop payment by:

• Specific Check number

• Range of Check numbers

• The following information can be played back to the

caller:

• Expiration date

• Range of Checks starting number

• Range of Checks ending number


Stop Payments

• If a check has cleared, the caller will not be allowed to

place a stop payment on that check.

• If the caller uses a ‘range of checks’ the system will tell

the caller what checks have already cleared and all

other checks in the provide range will be stopped.


Interest Rates

Reads the bank’s most popular interest rates to the callers. The Interest rate feature is available to callers during ‘online’ and ‘offline’ mode.

• iTalk™ will allow the institution to choose what categories to play interest rates for (checking, savings, CDs, etc.)

• Once a category is chosen, iTalk™ will play the rates for the products that have been setup to play under that category.

• Can be filtered by zip code.


Change ODP Opt-in Status (Reg E)

• Gives callers option to change the ODP Opt In/Out

status

• Bank can customize the verbiage playing to the caller

• Status updates occur in real time

• Confirmation number is provided to the caller

• Bank can view activity on iTalk™ reports


• Callers can request an emailed account snapshot summary. • All customer identifying and sensitive information can be

masked• Uses email address on CIF

• If no email address exists, iTalk will prompt the caller to:• Speak to a CSR

• Try again with a different account

• Go to the main menu

• The email subject, body, sender name, disclaimer, and balance information can be unique to each account type or can be universally used.

• This feature is only available when iTalk is online. Data presented on the document and the email addresses used for delivery are pulled from the core in real time.

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Documents by E-mail


EFT Card Options (Passport only)

• EFT Card Services• Activation - Callers will need to take the activation option and will

enter the card number to activate. The bank will decide to use

one of the following for verification: (See Security Section)

• ANI or SSN

• ANI and SSN

• Deactivation - Callers can either enter the EFT Card

number and SSN, or choose from a list of cards to

deactivate and enter their SSN.

• Re-Order - Callers will need to take the re-order option,

and then they can either enter the EFT Card number and

SSN or choose from a list of cards to deactivate (and

enter their SSN).


Merchant Verification

• Allows callers to verify fund availability on bank

customer accounts.

• Caller is asked for the account number from the

bottom of the check and a dollar amount.

• iTalk™ will tell the caller if the funds are available or

not.

• Bank defined restrictions on number of verification

request in 24 hr period by a merchant(based on

phone#) or per account.


Bank Information

• Provide callers with Branch and ATM information

• Customized wording

• Location

• Hours

• Other information

• Can ask caller for Zip Code to narrow choices


iTalk Administration

• iTalk™ Management Application

• Secure, web-based administrative application

• Administer all functionality and real-time activity

• Generate and download usage reports

• View Application “Exception Logs and ‘User Audit Logs’

• Control system parameters

• Bank defined call flow

• Bank hours, branch locations, ATM locations, general

messages

• Zip code / region setup

• Control user permissions (privileges)


Admin – Parameter Configuration


Admin - Managing Call Flows


Maintaining customer information

• iTalk Management allows you to control customer and

account settings

• Customer entitlements

• Account entitlements

• Inactivity

• PIN Reset


Maintaining Customer Information

• Linked Accounts


Sample Account Maintenance Screen


Funds Transfers – Bank options

• Customers can transfer between their own accounts or

another customer’s account

• Bank can select default as Same CIF, Restricted, or

Open to control transfer capabilities for a customer

• The bank default can be overridden at the customer

level

• Specific transfer entitlements can be set at the customer

level


Funds Transfer Entitlements Maintenance


Reports

• Types of Reports Available

• IVR usage and audit reports

• Activity specific reports

• iTalk™ Management audit reports

• Reports are available on demand and can be exported to multiple formats

• Reports can be scheduled daily, weekly or monthly

• Reports can be filtered by date range or other criteria

• Reports are compatible with Synergy, Synergy Express and other ERM systems.


Admin - Reports


iTalk Demo Line


QUESTIONS

Amy Aldrich

[email protected]

iTalk Voice Response Webinar - Jack Henry Banking webinar - italk...2016/10/27 · iTalk Voice...

Documents

Transcript of iTalk Voice Response Webinar - Jack Henry Banking webinar - italk...2016/10/27 · iTalk Voice...