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News : Nuance Voice Biometrics to Boost Customer Experience and Security at Allied Irish Banks (AIB)

#contactcenterworld, @nuanceinc, @aibireland

Burlington, MA, USA, and Dublin, Ireland, Dec 4, 2018 -- Nuance Communications, Inc. (NASDAQ: NUAN) announced Allied Irish Banks (AIB) is the first in the country to make access to customer service more seamless and secure by leveraging Nuance’s fraud-preventing biometrics technology.

AIB has deployed Nuance’s Security Suite within their Contact Center enabling customers to simply speak to verify their identity when calling. Customers who opt in for this service are authenticated by saying "My voice is my password." The caller’s voice must match the enrolled unique voiceprint tied to his or her account when speaking to a Customer Service Advisor.

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"We continually look for ways to improve the overall experience for our customers and often security is a key friction point. We have seen how much our customers love the convenience of biometrics when using our Mobile App, so we were keen to leverage the latest voice biometric technologies in our Call Center. We are proud to be leading the region, implementing this innovative voice biometric technology for our contact center customers. AIB’s new Voice ID service offers more convenient authentication, as with a reduced need for customers to answer security questions on every call. This means not only a better, more secure experience for customers, but also enables our customer service team to focus on helping customers with their real banking needs," said Sean Jevens, Head of Digital Channel Development at AIB.

"At Nuance we are focused on providing flexible, high-impact, enterprise AI solutions that allow our customers to modernize customer experience and we are proud to support AIB with making their service more intuitive, powerful, and profound," said Brett Beranek, Head of Security & Biometrics at Nuance Communications. "By deploying voice biometrics, AIB will innovate the service experience and fight fraud, while at the same time driving down contact center cost," he added.

#contactcenterworld, @nuanceinc, @aibireland

Posted by Veronica Silva Cusi, news correspondent
Source: https://investors.nuance.com


About Nuance:
Company LogoNuance 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.
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About Allied Irish Banks:
Company LogoAllied Irish Banks is one of the so-called "Big Four" commercial banks in Ireland. AIB offers a full range of personal and corporate banking services.
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2020 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
 

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