RCBC Bankard is deploying Verint’s voice biometrics technology to safeguard its call center operations. RCBC Bankard is the credit card division of the Rizal Commercial Banking Corporation (RCBC) in the Philippines; the deal itself came about through a partnership with Inspiro Relia.
Once a customer has been enrolled, Verint’s voice biometrics technology uses unique vocal traits to verify the identity of a caller in a matter of seconds over the phone. The solution is part of the company’s Identity Authentication and Fraud Detection platform, and will allow RCBC Bankard to reduce the threat of fraud and the amount of time needed for each call.
“The implementation of voice biometrics improves our workflow and increases the security behind every single call,” said RCBC Bankard President and CEO Simon Calasanz. “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.”
“RCBC Bankard wanted to push the envelope with automated technology that would help them to deliver higher quality customer service,” added Verint Southeast Asia VP Manish Shah. “Advanced voice biometrics is a positive disruption for our industry, and we are seeing greater adoption across the financial services industry.”
Verint’s current roster of customers includes the VyStar Credit Union, which adopted the Identity Authentication and Fraud Detection platform earlier this year. The company has also helped Interpol develop its own voice biometrics database.
More recently, Verint received a trio of awards for its Speech Analytics platform. Unlike the company’s voice biometrics solution, the Speech Analytics technology is designed for transcription rather than identification, and uses machine learning and AI to convert call center interactions into a more useful data format. Verint also offers a FaceDetect facial recognition solution that was released in 2018.
November 21, 2019 – by Eric Weiss