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Tulsa company handles calls to country's biggest financial firms

By SAMUEL HARDIMAN World Business Writer TulsaWorld.com

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David Jackson: He said only 15 to 20 percent of all Enacomm’s monthly callers get transferred to call centers around the globe.

TULSA, OK – May 18, 2016 – During a power outage or storm, people like to call and check their bank account. Lunch time is a frequent time to check, too.

Those are some of the insights that Enacomm, a Tulsa-based financial services company, gets from handling most of the calls to those banks.

As you’ve probably suspected, the dial-in voice recognition system from your bank isn’t owned by your bank, but instead by a financial services company they employ. Enacomm is one such provider.

The company’s orange logo sits atop one of the random high-rises that tower over Interstate 44 near the 41st Street exit. Enacomm sits up there on the 13th floor, too. Thirty-three employees perform the duties that allow the firm to handle 30 million calls a month.

For customers such as Mastercard, U.S. Bank and American Express — some of the largest financial firms in the country — Enacomm provides the platform for their customer self-service.

COO David Jackson said if customers can’t figure out their bank’s website or if the websites are down, people call the customer service number on the back of their card. And Enacomm's technology offers answers.

Jackson said only 15 to 20 percent of all the monthly callers get transferred to call centers around the globe, what he calls “cheeks in seats.”

Things have changed with the proliferation of smartphones and the Internet, Jackson said. The company has debuted a text message channel that allows customers to text into customer service and have a machine interact with them.

That will grow over the next 10 years, and the customer service channels that are all siloed now will be integrated, Jackson said.

The company recently rolled out a fraud-prevention module — software that can prevent criminals from trying to trick the voice recognition system.

It’s a growing problem in the digital age, Jackson said. Because the company takes so many calls, they “realized there was an opportunity there.”

Enacomm has evolved since ex-IBMer Michael Boukadakis started the company. Jackson says it’s something you wouldn’t expect in Tulsa.

“I’m always amazed by the companies in Tulsa that I’ve never heard of...” he said. “We kind of fit that mold.”

Samuel Hardiman
918-581-8466
sam.hardiman@tulsaworld.com

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