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News : Absa Brings Voice Biometrics for Phone Banking
Johannesburg, South Africa, Dec 18, 2015 -- Absa is the second South African bank to deploy voice biometrics or recognition service to analyse and verify private banking clients based on their speech patterns and allows them to execute phone banking transactions through the bank’s call centre in a secure, smarter and quick manner.
Absa Bank informed its private banking clients on its website that "a new way to bank is here. New voice-activated account technology".
It added: "The secure voice biometric technology means accessing your account has become faster (no lengthy call with consultants), smarter (authenticates your identity using the biometrics in your voice (voiceprint) to access your account) and safer (no need for passwords and you deal directly with your account)."
Absa Bank said it was pleased to announce that identity verification using voice biometrics is now available to its customers through Private Assist.
"This service will enhance your security and offer you a seamless banking-by-phone experience. Currently, Private Banking clients have to answer security questions to confirm their identity when phoning us, which is time-consuming and could lead to frustration," Absa said in a note to its private banking clients.
Voice biometrics is an automated customer authentication process that requires no effort on the customer’s part. The voice biometric system authenticate clients’ voice against his/her recorded voiceprint, enabling the bank to serve its clients without asking multiple security questions.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Set Customer Expectations
About ABSA Bank:
During 2003, as a result of the phenomenal customer demand for contact centre services, Absa developed a purpose-built contact centre - with seat numbers growing from 50 in the late 80’s to in excess of 1800 today. The Absa Contact Centre is an integral delivery channel to customers throughout the Absa Group - offering 24/7 personal access over 46 different lines of business via 2,6 million contacts per month. This Contact Center can truly claim to being "a bank within a bank" as it services the entire spectrum of Absa’s offerings.
Published: Monday, December 21, 2015