The TeleBanking system has two modes of operation namely; Inbound and Outbound. Both modes can be operated simultaneously through different or same infrastructure. Inbound mode receives calls and the caller is navigated through a predefined menu; primarily intended for an existing customer. Out bound system helps in carrying out telemarketing activities or intimating the existing customers about specific warnings like a cheque bounce or lack of balance in an account etc.
 
The features shown here are only indicate of the capability of WTalk frame work. The design can be customized to dynamic business requirements by a domain expert.
This is intended for customer self service. How ever it can also be used to disseminate information about services the Bank offers.

Following features are provided to the customers of the Bank for IVR based self service.
The customers calls and logs in using a log in id and password to access the TeleBanking system. In order to ensure security, the customers can be asked to change the PIN number on the first log in.
 
The following are some of the services that can be provided
  1. Accept request from a customer for facilitating TeleBanking.
  2. Change password compulsorily on first time use of Phone Banking services.
  3. Check your account balance
  4. Request to send the last five transactions by SMS And/Or email to the customer
  5. Check balances in various accounts like savings account, current account, or loan account
  6. Enquire on the status of cheques issued
  7. Enquire on the cheques deposited
  8. Order a Cheque Book / Account Statement
  9. Stop Payment for a cheque or a series of cheques
  10. Loan related queries like placing request, checking on the approval status
  11. Request to Contact Bank Executives for certain services
  12. Enquire on your Fixed deposits / TDs
  13. Transfer Funds between accounts in different branches if they are under the same customer ID
  14. Request a Demand Draft / Manager's Cheque
  15. Pay Bills
    1. Telephone bills,
    2. Insurance Premium
    3. Electricity Bills
    4. Water and other services bills etc
  16. Report loss of your ATM / Debit Card / ForexPlus Card

In addition, a non-customer can have the following facilities
  1. Learn about Banking products and services
  2. Enquire about latest Interest / Exchange rates
  3. Access information like fixed deposit schemes, interest rates, special promotions etc

The Out Bound system can be used for primarily for two purposes. Telemarketing and for issuing messages to customers.
The telemarketing efforts can be for new prospect acquisition or for getting feedbacks from a market segment. These calls can also gather information from the called persons.
Under the following situations, the system can initiate an out bound call and get acknowledgement from the customer.
  1. Loan payment default
  2. No minimum balance
  3. Bounced cheques
  4. Loan approvals
  5. Submission of documents for loan approval
  6. Approval of loans