Czech bank adopts Nuance voice biometrics for secure and easy contact center authentication
Voice biometrics technology from Nuance Communications has been adopted by the Czech Republic’s largest bank, Česká spořitelna to increase the security and ease of use of its mobile banking system, the company has announced.
The bank, which is owned by Erste Bank Group AG, has deployed Nuance’s Security Suite to its contact center to replace security questions, PINs and passwords with biometric matching based on the physical and behavioral characteristics of customer’s voices as they converse with customer service representatives.
“Česká spořitelna is the first Czech Bank to use voice biometrics in its contact center,” said Česká Digital Infrastructure Expert Bohuslav Hruša. “The technology takes the hassle out of authentication. It’ll be faster, safer and easier for customers compared to having to remember lots of different passwords. It also means our colleagues can focus on helping customers with their banking needs instead of dealing with password resets.”
“We have seen a dramatic increase in consumers using voice biometrics around the world. In 2017, the number of enrolled voiceprints doubled to 300 million and biometric technology successfully complete more than five billion transactions,” said Brett Beranek, General Manager, Security, Nuance Communications at Nuance. “We are pleased to support Česká spořitelna on its digital transformation journey by deploying voice biometrics to improve the customer experience and fight fraud, while at the same time driving down contact center costs.”
Nuance is now led by new CEO Mark D. Benjamin, who joined the company in April.