NICE voice biometrics to secure voice channel for Swiss bank customers
Swiss retail financial institution PostFinance has integrated voice biometrics with NICE Real-Time Authentication (RTA) with its call center operations to protect customers from fraud while reducing identification and authentication times for customers by more than half, improving operational efficiency.
PostFinance is the largest payments provider in Switzerland, according to the announcement, and has partnered with NICE since 2011. NICE RTA provides holistic security over multiple channels and call types, protecting customers from identity theft and account takeover.
“We look forward to making authentication easier for our customers and working with NICE has been seamless,” says PostFinance Project Manager for Voice Recognition Besnik Shaqiri. “This was an effective, easy to implement solution that will help in serving our customers, making it easy for them to get the information they need and complete interactions effortlessly, securely and quickly. The acceptance of RTA by our customers has been higher than we could have expected in just a few weeks since the launch, and they are excited to be part of a new era of technology in Swiss Banking.”
“Together with Mobatime AG, our local Swiss partner and system integrator for this RTA project, we are proud to support a major Swiss Bank as it achieves its goals of offering services with less customer effort while at the same time supporting security and increasing contact center efficiency,” comments NICE EMEA President John O’Hara. “NICE Real-Time Authentication provides PostFinance with the ability to maximize operational productivity, while saving their customers time. Continuing to be on the cutting edge of technology, PostFinance leads the way in the Swiss banking industry and is setting the standard for the contact with the customers. We are proud to be aligned with such a digital powerhouse.”
NICE launched a fraud exposure tool based on machine learning as part of its call center security portfolio earlier this year.