News : RCBC Bankard, Inspiro and Verint Lead the Way in Customer Experience with Voice Biometrics
Sydney Australia & Melville, NY, USA, Nov 21, 2019 -- Verint(R) Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, in partnership with Inspiro Relia, Inc. (Inspiro), have optimised the quality of RCBC Bankard’s call centre operations with the implementation of Verint’s voice biometrics solution, part of its Identity Authentication and Fraud Detection (IAFD) offering. The combination gives the organization expertise and automated technology to help reduce costs and improve the overall customer experience.
RCBC Bankard Services Corporation, the credit card arm of Rizal Commercial Banking Corporation (RCBC), a universal banks in Philippines, collaborated with Verint on a landmark upgrade of their voice recording and biometrics systems.
Mr. Simon Calasanz, RCBC Bankard President and CEO believes that the rollout of the solution was well timed and stated, "The implementation of voice biometrics improves our workflow and increases the security behind every single call. This is at a time when credit card fraud has become more prevalent."
Calasanz continued, "Our service delivery is of utmost importance to our customers, and we are pleased to say that the upgrade to the system was executed to the highest degree. The Verint and Inspiro teams were well orchestrated and operations continued smoothly behind the scenes. Following the deployment, we expect a decrease in the number of security questions, and we will have the ability to provide assistance more quickly, with a reduction in average handle time."
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Commenting on the successful partnership and project outcomes, Manish Shah, Vice President of Verint’s Southeast Asia operations, said, "Understanding the RCBC Bankard’s needs and a strong collaborative partnership with Inspiro were key to a seamless transformation of RCBC Bankard’s back office operations. RCBC Bankard wanted to push the envelope with new modernised and automated technology that would help them to deliver higher quality customer service. Our local support capability and our voice biometrics technology was the winning combination that led to the successful execution and delivery of this project."
"Advanced voice biometrics is a positive disruption for our industry, and we are seeing greater adoption across the financial services industry," Mr. Shah added. "We look forward to working closely with our local partners to ensure they’re providing the best customer service experience possible with best-fit solutions."
Mr. Mark Mistal, Inspiro’s Chief Information Officer added, "Verint’s capabilities within the contact centre space are well-established, and their best-in-class voice biometrics system delivers tangible enhancements to every single call and in real time."
Inspiro supports the customer engagement requirements of leading brands in the Philippines. Mistal continued, "As the customer service quality in the call centres get a new boost through technological advances, we see great value in our continued partnership with Verint."
Posted by Veronica Silva Cusi, news correspondent
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Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
Inspiro is a Philippine provider in customer relationship management outsourcing, delivering multi-lingual solutions that cover the full customer engagement lifecycle to global and local clients.
Published: Friday, November 22, 2019