Contact Center Solutions Featured Article

Permata Puts Voice Authentication in Contact Center

October 03, 2017

Voice biometrics have long been used for authentication, but it is only recently that innovation enabled more accurate, secure and reliable means of voice-based authentication. When implemented, this tool offers a seamless experience for the customer, and eases delivery of service for the agent, which add up to a more satisfactory contact center experience for the caller.

Today, Permata Bank announced the deployment of NICE Real-Time Authentication to the Indonesian bank’s customer authentication protocol, with plans to integrate into its process automation solution to elevate customer service via seamless and secure voice authentication.

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

A long time user of NICE Quality, Workforce Management and back-office Solutions, Permata required a way to advance fraud prevention protocols while also boosting customer service. In turning to NICE, Permata is able to deploy a solution fit for the modern omnichannel environment that offers authentication service across all voice channels in a matter of seconds, allowing the customer to receive the resolution they seek without further delay or headache.

Darren Rushworth, president of NICE APAC, “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. 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.”

The contact center serves on the front line of customer service, which for financial institutions like Permata Banks means additional authentication with security being mission critical.

Financial institutions, what authentication methods are you using?

Edited by Mandi Nowitz