Verint supplies voice biometrics for Philippines credit card issuer, named to IDC top 25 FinTech suppliers
Upgraded voice biometric technology from Verint has been deployed to the call center operations of Philippines credit card issuer RCBC Bankard through Verint’s partnership with Inspiro Relia to reduce costs and improve customer experiences with automation.
Rizal Commercial Banking Corporation (RCBC) credit card issuer RCBC Bankard collaborated with Verint on what the company calls a “landmark upgrade” of its voice recording and biometric technologies, which are offered as part of its Identity Authentication and Fraud Detection (IAFD).
“The implementation of voice biometrics improves our workflow and increases the security behind every single call. This is at a time when credit card fraud has become more prevalent,” RCBC Bankard President and CEO Simon Calasanz comments. “Our service delivery is of utmost importance to our customers, and we are pleased to say that the upgrade to the system was executed to the highest degree. The Verint and Inspiro teams were well orchestrated and operations continued smoothly behind the scenes. Following the deployment, we expect a decrease in the number of security questions, and we will have the ability to provide assistance more quickly, with a reduction in average handle time.”
“Understanding the RCBC Bankard’s needs and a strong collaborative partnership with Inspiro were key to a seamless transformation of RCBC Bankard’s back office operations,” says Verint Southeast Asia Vice President Manish Shah. “RCBC Bankard wanted to push the envelope with new modernised and automated technology that would help them to deliver higher quality customer service. Our local support capability and our voice biometrics technology was the winning combination that led to the successful execution and delivery of this project.”
“Advanced voice biometrics is a positive disruption for our industry, and we are seeing greater adoption across the financial services industry,” Shah continues. “We look forward to working closely with our local partners to ensure they’re providing the best customer service experience possible with best-fit solutions.”
Verint has also been named among the top 25 financial technology providers in the ‘2019 IDC FinTech Rankings of Top 25 Enterprise Companies’ ranking, the sixth consecutive appearance by the customer engagement-focussed company. The annual ranking from IDC Financial Insights lists the top companies by calendar-year revenues for hardware, software, and or services, serving enterprises in multiple industries and with significant revenue in financial services, but less than a third from financial institutions.
“It’s always an honor to be recognized by IDC Financial Insights,” responds Verint’s Nancy Treaster, senior vice president and general manager of strategic operations. “Inclusion in the IDC FinTech Rankings is confirmation that our solutions continue to be spot-on, helping financial institutions serve their customers across multiple channels, increase efficiencies and achieve compliance in a toughening regulatory environment.”
IDC Financial Insights says IT spending in the financial services industry will exceed $540 billion by 2022.
The company will announce its financial results for the third quarter of fiscal 2019 and conduct a conference call to discuss them on December 4.