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Authentication and Fraud Prevention Solutions—Omni-channel customer engagement success stories

Deutsche Telekom innovated customer experience with Nuance.

Voice biometrics delights German customers with quick and secure verification.

Company profile

Deutsche Telekom is one of the world’s leading integrated telecommunications companies, with some 168 million mobile customers, 28 million fixed‑network lines, and 19 million broadband lines (www.telekom.com/en). Telekom recently became the first German company to adopt voice biometrics in its contact centres. Now, the company’s customers can simply speak to be authenticated, without having to remember a 10‑digit customer number.

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Deutsche Telekom uses Nuance Authentication and Fraud Prevention

Advisors can deal with the customer’s query immediately.

Ferri Abolhassan
Service Director
Telekom Deutschland GmbH

Challenge

  • Offer a secure but convenient way for customers to access their accounts

Results

  • Fast, seamless customer authentication, and more time for agents to focus on delivering great customer service

Background

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