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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

When customers contact companies by phone for advice on contract matters, they must identify themselves with their customer number, password or answer to a question. With many contracts that customers have, it is almost impossible for them to remember every ID for every company they deal with. Deutsche Telekom has addressed this. Their customers can now simply identify themselves with their voice on the hotline.

"We work tirelessly to provide our customers with an impressive service experience. By introducing new offers, we are making it even easier and more convenient for them to use our products and get in touch with us,” says Dr. Ferri Abolhassan, Service Director at Telekom Deutschland GmbH.

Despite the difficulty of remembering a lengthy customer number, authenticating with a unique identifier has always been necessary to protect accounts and personal information, and ultimately prevent fraud.

Telekom Deutschland’s Service Unit wanted to find a solution that allowed Deutsche Telekom’s customers to have a fast, seamless experience without making it more difficult for its contact center agents to authenticate who’s calling. That meant becoming the first German company to adopt voice biometrics technology from Nuance to recognize and verify customers over the phone.

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