CallVu enables major credit card company to authenticate service calls with smartphone biometrics

Sep 18, 2018, 10:46 am EDT | Chris Burt

A large international credit card company has chosen CallVu to enable its customers to use the biometric authentication capabilities of their smartphones to simplify and secure customer service calls. Customers can use their device’s fingerprint sensor or its camera for facial recognition while they are on the service call with CallVu’s Digital Engagement solution, according to the announcement.

The company says the technology is the first of its kind, and that it enables fast, simple access to self-service options. It is intended to improve the accuracy of call routing, eliminate the need to remember and update passwords, and provide identity verification without being routed to a live agent. It also meets the strictest regulatory requirements, the company says.

“Customers of most financial services—banks, credit unions, investment services—expect the very best services they can get, at any hour of the day, via a friendly and secure interface,” said Ori Faran, Founder & CEO of CallVU. “With CallVU’s Digital Engagement solution, these customers get the service they need quickly with a wide range of self-service options that eliminate the need to wait on the line for an agent. Adding CallVU’s biometrics to the credit card holder’s self-service offering further simplifies customers’ access to advanced digital services while strengthening data security.”

Financial institutions deploying CallVu Digital Engagement can ask customers to use fingerprints, facial recognition, either, or both, to strike the right balance of convenience and security. The company says its technology allows companies to reduce contact center call volumes by more than 30 percent, reduce call duration by 25 percent, and increase sales conversion by 50 percent or more.

A range of different technologies have been launched this year to reduce call center fraud and improve customer experiences, including TRUSTID’s IDENTIFIER phone network forensic service earlier this week.