News : Nuance Provides Voice Biometric Technologies for Manulife Contact Centers
Toronto, Ontario, Canada, Sept 2, 2015 -- In a press conference held in Toronto Tuesday morning, insurance firm Manulife announced that it has deployed Nuance’s natural language understanding (NLU) and voice biometric technologies to improve the insurer’s contact center customer experience.
At the event, Manulife Canada president and CEO Marianne Harrison and Manulife VP CEO communications and media relations Graeme Harris, were joined by Robert Weideman, executive vice president and general manager of Nuance’s enterprise division and Forrester Research principal analyst Allegra Burnette.
Manulife’s deployment of the Nuance solution marks the first time a company in Canada is introducing voice biometrics as well as natural language understanding in a single interactive voice response (IVR) system.
Nuance’s IVR system, offered in both English and French, was first introduced to Manulife Bank customers back in July.
The solution analyzes unique voice characteristics to generate individual and complete unique voiceprints for customers.
For those customers who choose to enroll in the voice biometrics option for Manulife’s call centres, the secure system enables them to simply say "at Manulife my voice is my password" to access their accounts.
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Their voice is compared against their voiceprint and, if matched, the system grants them access into the account.
As a result, Manulife customers will no longer need to use any additional passwords, PINs and security questions for subsequent customer service calls.
"We’re really excited about having a partnership with Manulife, and in Canada, bringing this technology for the first time to this market, particularly since we support over 62 languages," said Weideman. "It’s really exciting to see systems that support multiple languages at the same time.
"We’re also excited, not only in the opportunity to develop the system through this partnership with Manulife, but the results that we’re seeing with this system, we’re quite pleased. This is also something that I think is going to be very important for Manulife in terms of developing and enhancing the brand."
Posted by Veronica Silva Cusi, news correspondent
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Nuance Communications (NASDAQ: NUAN) is a provider of voice and language solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications.
About Manulife Financial:
Manulife Financial Corporation, also known as The Manufacturers Life Insurance Company, is a major Canadian insurance company and financial services provider.
Published: Friday, September 4, 2015
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