Tulsa Business and Legal News logo

Tulsa based Enacomm, Inc. answers need for voice recognition technology

By Larry Levy TTB&LN Correspondent TulsaWorld.com

David Jackson

David Jackson, chief operating officer, shows activity at Enacomm’s network operations center in Tulsa. Larry Levy for TB&LN.

Whether paying a bill or getting a bank balance by phone, a Tulsa-based company may be behind the interactive voice recognition technology that asks the questions and gives the answers.

Enacomm may be big on answering the phone — about a million calls, text message, emails each day across the country — but is small in personnel, 33 in all with more than 20 in Tulsa and the remainder in Austin, Texas, David Jackson, chief operating officer, said from offices overlooking the mercantile complex near East 41st Street and South Yale Avenue.

There are about 20,000 phone lines that can answer about 200,000 calls an hour at peak time at its the three data centers that Enacomm does not own but uses in Tulsa, Austin and Las Vegas to serve its more than 50 U.S. clients in the financial field, he said.

Enacomm installs its own servers in leased space in the three cities. The Tulsa corporate office and the Tulsa data center are not in the same buildings.

The customer base may not be large in numbers, Jackson said, but “they are enormous companies” among those leading the Fortune 500 list. We don’t have a lot of customers; they just tend to be large.”

What callers hear is determined by the clients, Jackson said. Clients may write their own scripts and prompts, use a voice already familiar to their own clients or a voice picked by Enacomm, which translates from Greek as “one word.”

Jackson said the prompts can be used for a variety of activities, including obtaining the balance of a bank account or gift card; activate, suspend or un-suspend a card; change or set a pin number, make a payment and make a card to card transfer.

Enacomm’s voice recognition technology enables the computer answering the call to recognize the account number, access the account, read the balance and translate it into an answering voice or sometimes using a computer-generated voice, depending on what the client desires, he explained.

While it keeps no personal information, Enacomm does keep a log showing number of calls received, time and length of call, language, what service the caller selected from the prompts — 50 details in all, Jackson said. Summaries can be provided clients daily, weekly, monthly and yearly.

In recent years Jackson said Enacomm has been able to provide clients with a fraud detection service to prevent money laundering, counterfeit card use and using stolen pay cards, the latter being used more and more by low pay companies.

“You can detect a fair amount of fraudulent behavior,” he said.

Fraud detection is something new and Jackson said “pretty exclusive” to Enacomm.

The company also an outbound call service such as pharmacies reminding patrons to refill prescriptions, doctors reminding patients of appointments, some cities, schools and utilities to warn residents of dangers and outages.

Most of those calls are handled out of the Las Vegas center, he said. Enacomm does not actively seek such business, but like any business “if something falls in your lap” the company will take it if it can be done at profit.

In the field of interactive voice recognition for hosting financial call centers, Enacomm ranks among the top five with gross sales in 2015 exceeding $20 million, the company reported.

Enacomm got its technological start in Tulsa with Mike Boukadakis in 1986.

Although he has since moved to Austin where corporate headquarters is co-located, the Boukadakis family entrepreneurship in Tulsa goes back further.

His father opened Jim’s Coney Island in about 1950. It remains in the family, third generation, now at 1923 S. Harvard Ave.

For the complete article, click here.

Close Window