Alfa-Bank Russia has moved forward with its deployment of NICE’s Real-Time Authentication (RTA) platform. The bank first announced that it would be using the voice recognition solution to help identify its customers back in May.
With NICE RTA, customers will no longer need to answer security questions or use a codeword when they call into the Alfa-Bank contact center. The platform will instead verify the person’s identity in a matter of seconds, based on the conversational interactions between the customer and the Alfa-Bank agent. NICE RTA can be configured to watch for individuals on a watchlist, and also boasts a Proactive Fraudster Exposure feature that can spot potential fraudsters before they have a chance to commit a crime.
The news builds on the existing relationship between NICE and Alfa-Bank. The financial institution previously deployed NICE Nexidia Analytics and NICE Quality Central to analyze call center interactions, streamline its customer service operations, and drive sales.
“The introduction of voice biometrics significantly enhances the security of many operations,” said Alfa-Bank Remote Client Support Department Head Olga Aslamova. “If a client has passed a biometric impression with us, then even a compromise of the codeword will not put a person’s money at risk.”
“Protecting remote banking customers from increasingly sophisticated fraudsters is more critical than ever,” added NICE EMEA President John O’Hara. “Financial institutions such as Alfa-Bank understand that protecting customers and operations is just as important as ensuring the experience is seamless and instantaneous.”
NICE RTA can cover all communication channels, including mobile applications. Alfa-Bank, meanwhile, is the largest universal private bank in Russia, and currently provides services for more than 16 million individuals and 550,000 corporate accounts. It is now one of several financial institutions that has adopted NICE’s Real-Time Authentication solution. Indonesia’s Permata Bank and a domestic bank in Vietnam are already taking advantage of the technology.
October 20, 2020 – by Eric Weiss