Salmat VeCommerce Identifies with Salmat Brand and Extends Services Portfolio

Australian firm Salmat today announced that its U.K. subsidiary, Salmat VeCommerce, is to become fully absorbed into the parent brand and will now be known simply as Salmat.

With its incorporation into the master brand, the speech recognition and voice biometrics solutions operation augments Salmat’s range of complementary end-to-end customer management solutions, including outsourced call centers, direct marketing, email and SMS broadcasts, and business process outsourcing.

“The new position does not detract from our core capabilities of delivering world-class speech recognition and verification solutions, but will simply give new and existing customers access to a number of value-added services that improve the experience, security, and efficiency of customer interactions," said Sean Keene, who was named general manager of Salmat’s speech solutions operation in Europe, the Middle East, and Africa. “In 2010, we expect to see continued demand for voice biometrics as the banking sector realizes the escalating costs of managing fraud. Meanwhile there is still growing pressure for contact centers to deliver more with less, so we are already seeing increasing demand for more intuitive automated IVR solutions, such as natural language speech recognition that allows callers to say what they want rather than being subjected to more rigid and frustrating press 1 type technology.”

Keene replaces former general manager Brett Feldon, who after a two-year stint has returned to Australia to join the Sydney operation. Previously Keene was associate director at Datapoint, where he successfully ran its consultancy practice and led its call center applications sales strategy. His 13 years in the call center and communications markets include varied consultancy and business development roles across system integrators Sabio, Cable & Wireless, and ML Integration; manufacturers Rockwell/Concerto and Aspect; and technology resellers Honeywell and IT&T.

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