Speech Recognition & Voice Biometrics

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Salmat's Natural Language Speech Recognition and voice biometrics products, are some of the most innovative and dynamic solutions offered by Salmat.

As a leading supplier of customer experience solutions and automating over 97 million conversations every year, Speech Solutions is one of the most innovative and dynamic divisions within the Salmat business.

Industry expertise, forward thinking and state-of-the art technology have facilitated Salmat’s drive to help regional and global businesses enhance efficiency, increase revenue, and improve security and privacy with their customer interactions.

Utilising the latest developments in Speech Recognition, Voice Biometrics and other interactive technologies the Speech Solutions division is one of the world’s most experienced and successful providers of applications that help to enrich the Customer Experience.

With a team of talented individuals, we also specialise and manage a holistic solution in Strategic Consulting, Product Development and the Deployment and Execution of a suite of Natural Speech Recognition products.

Product Suite

Call Connect - the caller verbally states who they want to speak to and is automatically connected to the appropriate party or department. Download the Call Connect brochure
Call Whisper - plays a recording of the caller’s request to the agent on answer. This information helps the agent gauge the nature of the call before making contact with customer, significantly reducing the average call length.
Call Survey - callers can provide feedback, rank services or refer new customers.
Store Locator - as a self-service application callers can easily obtain store opening times, locations, and other information that may affect business as usual. This information can also be sent as an SMS to the caller.
Call Steering - this application improves routing accuracy by understating what the caller is saying when they contact an organisation. Call Steering will ascertain the best destination path to connect a call, enhancing the customer experience. The caller could be directed to a self-service platform; connected to a department; or sent to a specific agent.
Call Signature - automatically confirms Terms and Conditions with the caller, resulting in a reduction in the amount of time the agent is spending on the phone, whilst increasing script compliance. Download the Call Signature brochure
Call Track & Trace - callers obtain updates on the status of deliveries through automated speech.
Automated ID&V - callers are guided through a conversational dialogue where they answer a series of questions to verify their identity, in the same manner as a ‘100 point check’ which a call centre agent would undertake. The answers are matched to identification data that is available from the organisations Customer Relationship Management (CRM) system. Once the identity has been successfully verified, the caller is transferred to a live agent or to self-service applications.
Voice Biometrics - similar to the process of Automated ID&V, voice biometrics verifies a caller’s identity based on the unique characteristics of their voice. In comparison callers typically only have to answer on questions rather than several.
Voice Biometrics – Online ID&V - any payment that is made online can be verified by calling the payee and confirming their identity using voice biometrics.
Voice Biometrics – Mobile ID&V - any payment that is made via a mobile device can be verified by calling the payee and confirming their identity using voice biometrics.
Call Back - callers who are waiting in queue are offered a ‘call back’ service. Their details are captured by the system and the call ended. The caller’s place in the queue is maintained and when the call reaches an agent the system automatically dials the caller, avoiding long waiting times.
Call Payments - enables a caller to make, schedule or report receipted payments through an automated system using natural language speech recognition. The system guides callers through a conversational dialogue that asks a series of questions to enable the payment activities to be conducted without human intervention.