NAB partners with Telstra & VeCommerce for speech recognition solution

Telstra has sold the VeCommerce solution to National Australia Bank (NAB) to improve its telephone banking service for customers.

The bank will launch a single telephone number (136 NAB) to cover all of its customer enquiries.

Through VeConnect, which is an application related to speech, callers will be directed to more than 150 destinations within the bank.

"The power and flexibility of our VeConnect application will mean an enhanced customer experience for NAB's callers with a faster and more efficient processing and resolution of enquiries," said Paul Magee managing director VeCommerce.

As part of the development of its customer services, NAB launched its speech recognition system in October.

Ann- Marie Chamberlain, general manager, Direct, Retail Financial Services for NAB said the technology will give them more time focusing on the needs of customers.

"Customer service excellence is crucial to us at NAB and it is imperative that the introduction of this new technology improves our ability to meet the high customer service standards we have set for ourselves," she said.