Bank Australia, a customer-owned bank in Australia, has turned to Nuance Communications to enhance its authentication processes.
Under the agreement, the bank has implemented the vendor’s biometrics solution for authentication and fraud detection, Nuance Gatekeeper. This follows a pilot launch in December last year.
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Nuance vice president and general manager Brett Beranek said: “There has never been a greater need for biometric authentication technology and the superior fraud protection and digital experience it provides in the finance industry. Consumers are banking online more than ever before and the fraud threat is increasing as a result.
“We are proud to partner with Bank Australia to innovate their contact centre offering their customers a simpler and more secure way to access their banking services.”
The bank, which represent over 170,000 customers and is the custodian of over $8bn in assets. will use Nuance’s biometric tool to power its VoiceID service and authenticating customers through their voice in seconds.
This removes the requirement of using passwords or security questions, thereby addressing security concerns more effectively.
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By GlobalDataCustomers can create their unique, encrypted voiceprint with the bank via phone conversation.
Nuance’s biometric solution can facilitate this by assessing over 1,000 characteristics of their voice including pronunciation, pitch as well as cadence. No additional input is required from the customer.
Bank Australia Brad Jordon COO said: “Our team will save time usually spent on repetitive authentication processes to enable greater focus on customer needs and experience without compromising on security.
“We take more than 400,000 calls per year, so we look forward to improving customer experience and adding this extra layer of security to their accounts.”
In May last year, National Australia Bank (NAB) selected Nuance’s biometrics solutions to secure its contact centre operations and improve customer experience.
