Voice biometrics—Omni-channel customer engagement success stories

Bank Leumi transforms authentication.

Cost-effective, multi-factor authentication used at one of Israel's largest contact centers.

Company profile

The First Direct Bank of the Leumi Group, one of the largest banks in Israel, is known today for its adoption of innovative advanced technology. First Direct offers its customers remote banking services via phone or the Internet, from any place and at any time.

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Bank Leumi uses Nuance Voice Biometrics

Nuance offers an authentication solution that perfectly suits the security needs of our contact center. Our customers love the fact that they don’t have to remember the answers to trick questions, like the fourth letter of their mother’s maiden name, and we love the fact that the calls are shorter and totally focused on prompt banking transactions. Nuance’s team provided us with exceptional support at every stage of deployment.

Amit Lanshiano
IT Operations Manager
LeumiCall, Bank Leumi's contact center

Challenge

  • 20-30 second AHT for authentication
  • Manual authentication was time consuming, frustrating to customers and insufficient in security

Solution

Results

  • Significant improvement of security and convenience for customer authentication

Background

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