Indonesian Bank Deploys NICE Voice Recognition in Call Centers (FindBiometrics)

Indonesia’s Permata Bank has become the country’s first domestic bank to implement voice-based authentication for its customers, thanks to NICE technology. The bank is using NICE Real-Time Authentication, a system designed to identify customers calling into the organization through the voice biometrics evident in their natural speech, enabling passive and unobtrusive authentication.

It’s a system that could have a substantial impact on operational efficiency: After it was deployed by Swiss telecom Swisscom at the end of last year, that client reported that it had reduced the time needed for customers authentication by an average of 22 seconds – a time savings that can add up when scaled across a large customer base. And given that NICE upgraded its platform earlier this year such that authentication can now be done in 15 seconds or less, it could prove to be an even greater boon for Permata Bank.

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Alex Perala

2 October 2017

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