NICE announced that Indonesia’s Permata Bank has implemented its Real-Time Authentication (RTA) biometric solution, making it the first domestic bank in Indonesia to introduce voice biometrics as part of its customer authentication protocol.
RTA, together with NICE’s process automation solution, will allow the bank to conduct secure and seamless voice authentication, improving customer service.
Permata Bank already uses NICE’s quality and workforce management solutions, as well as real-time back office applications. More recently, the bank sought new ways to improve fraud prevention and increase the efficiency of its contact center, and tasked NICE to address these challenges.
NICE’s RTA solution creates and utilizes one voice print for each caller to deliver quick and efficient customer service across all voice channels, with no customer effort required. Authentication takes place within the first few seconds of the call, and customers’ issues are resolved during the natural flow of conversation, without them having to answer pesky security questions.
This automated, rapid and transparent process will help Permata Bank deliver better service while improving the accuracy of its fraud prevention program, said Bianto Surodjo, Permata’s director of Consumer Banking.
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