#contactcenterworld

Hoboken, NJ, USA, April 27, 2021 -- NICE (Nasdaq: NICE) announced that Vietnam Prosperity Joint-Stock Commercial Bank (VPBank) has selected NICE Real-Time Authentication (RTA) to enhance call security, prevent fraud and improve customer experiences. VPBank’s adoption of NICE’s self-service authentication for its interactive voice response (IVR) services will simplify contact center call system management and increase IVR containment, resulting in a reduction of interaction volume to live agents. 

VPBank handles interactions from customers in the retail, SMB and corporate sectors. VPBank will leverage NICE’s single voiceprint capability to authenticate the customers on live conversation, IVR and mobile. The reduction in average handle times delivered by NICE’s solution will improve productivity, increase contact center efficiency and optimize operational costs for VPBank. Fully system agnostic, the NICE RTA voice biometrics solution is easy to integrate with the bank’s existing contact center platform.

Tran Thi Lien, Head of Contact Center 247 - Operation Division, VPBank, said, "Accurate, transparent and quick authentication is crucial to efficient bank processes as well as an investment in positive customer experiences and loyalty. Our customers deserve a proven, innovative authentication solution that efficiently and seamlessly safeguards their interests, and that’s why we decided to implement NICE RTA at our contact center.

Darren Rushworth, President of NICE APAC, said, "VPBank’s decision to adopt NICE RTA for IVR-based automated authentication comes as the financial services industry is facing a growing need to take measures against fraud in the ever-expanding area of digital commerce. The NICE voice biometrics-based solution is a leader in producing value for institutions like VPBank, ensuring seamless, extraordinary customer experiences while preventing losses from fraud. We’re proud to help VPBank stay on the cutting edge of innovative capabilities to safeguard customers and their business."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Friday, April 30, 2021