Wells Fargo has implemented the Omvia communications platform from Dallas-based Intervoice at its credit card division.
Wells Fargo says it worked with Intervoice and California speech technology firm Nuance to automate its voice systems. The new speech-enabled interactive voice response (IVR) system allows customers to make payments and access account information - including balances - over the phone.
Tom La Centra, director and VP, customer service, Wells Fargo Card Services, says: "Usability testing was critical in ensuring that customers would use the automated system and has been successful thus far.
"We will continue to use customer feedback to further improve the customer experience while increasing the functionality and usability of our automated system."