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Indonesian bank introduces NICE voice biometrics solution for customer authentication


Permata Bank is the first domestic bank in Indonesia to introduce voice biometrics as part of its customer authentication protocol.

NICE Real-Time Authentication (RTA), together with its process automation solution, will allow the financial institution to conduct secure and seamless voice authentication. The RTA solution creates and utilizes one voice print for each caller to deliver quick and efficient customer service across all voice channels, with no customer effort required.

Authentication takes place within the first few seconds of the call, and customers’ issues are resolved during the natural flow of conversation. This automated, rapid and transparent process will help Permata Bank deliver better service while improving the accuracy of its fraud prevention program.

“Permata Bank’s introduction of voice biometrics in the local banking industry positions us as a leader in financial services innovation throughout Indonesia,” commented Bianto Surodjo, Director of Consumer Banking at Permata Bank. “This is largely thanks to NICE’s unique Fluent engine capability, which provides omnichannel authentication with a single voiceprint.”

“We are excited to help Permata Bank become the first domestic bank in Indonesia to adopt voice biometrics technology in order to improve its service levels and cement its place as a market leader,” added Darren Rushworth, president of NICE APAC. “Providing accurate and quick voice authentication, which is so crucial to all retail banking activities, is part of NICE’s mission to reinvent customer service while ensuring absolute data security.”

Earlier this year, NICE announced the results of its Asia Pacific Voice Biometrics Consumer Survey, which found that consumers are in favor of companies using voice recognition to authenticate their identity when interacting with a contact center.

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