Omni-channel customer engagement success stories

Major financial institution deploys passive voice authentication in the IVR

Extending their Nuance voice biometrics solution into the IVR, the company is able to seamlessly authenticate 79% of customers before they reach an agent, eliminating the need for lengthy, frustrating knowledge-based authentication.

Description

After delivering a smoother live agent experience using Nuance voice biometrics, this financial institution wanted to bolster its competitive edge by authenticating callers in their interactive voice response (IVR) system, even before they reach an agent.

Download case study (pdf. Open a new window) Explore Biometric authentication

Authenticating customers in our IVR creates a more seamless experience and saves time for both agents and callers.

Customer Experience Leader
Major financial institution

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