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Voice biometrics—Omni-channel customer engagement success stories

Barclays improves their customer experience.

Voice biometrics makes authentication painless; reduces average call time by 15%.

Company profile

Barclays Wealth and Investment Management (W&IM) is a leading global wealth manager, the UK’s largest and amongst the top 10 globally. With offices in over 20 countries, it focuses on private and intermediary clients, providing international and private banking, investment management, advisory and fiduciary services and brokerage.

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Barclays uses Nuance Voice Biometrics

The use of Nuance’s voice biometric technology has been integral in our mission to deliver an excellent customer experience. The customer and employee satisfaction results speak for themselves. We’re looking forward to working with Nuance in the future to use voice biometrics to authenticate even more processes.

Anne Grim
Head of Global Client Experience
Barclays Wealth and Investment Management

Challenge

  • Improve telephony security service
  • Improve customer advocacy and satisfaction
  • Reduce the average call time
  • Improve employee engagement scores
  • Improve risk profile

Solution

Results

  • 15% reduction in average call times
  • 93% of clients scored at least 9 out of 10 for its voice authentication system
  • 97% of Barclays clients are now enrolled on the FreeSpeech solution
  • 90% reduction in complaints regarding security service

Background

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