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Security and biometrics solutions—Omni-channel customer engagement success stories

Pensiones Banorte, the largest organization in annuity payments in Mexico, improves customer service with Nuance Voice Biometrics.

Pensiones Banorte was the first organization to leverage voice biometrics to support identity verification or “Proof of Life” for aging pensioners claiming Social Security benefits. Nuance’s Security Suite works to authenticate Banorte’s legitimate customers and pensioners seamlessly, right from home, without requiring them to travel to do so.

Company profile

Pensiones Banorte, established in 1997 as a result of the Social Security Law that states that the Pension for disability, disability or death of the workes, would be administered and paid by a Private Insurer. Pensiones Banorte has grown into the largest organization in annuity payments in Mexico.

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Pensiones Banorte uses Nuance Voice Biometrics.

Since the ‘Firma de Voz Banorte’ project was implemented, pensioners have been able to provide proof of life from home 24 hours a day, 365 days of the year, even if they are out of the country.

Andres Gallegos
Customer Service Sub Director
Pensiones Banorte

Background

Pensiones Banorte was looking for a specialized way to offer the best alternatives to administer annuity payments to retired citizens (pensioners) under Social Security laws in Mexico. These laws protect retirees in case of disability, retirement, age, and death.

The government has historically required “Proof of Life,” meaning that pensioners had to be present in order to prove their identity and receive their Social Security benefits. However, in light of the accessibility challenges faced by many aging pensioners, it was often a struggle for these individuals to travel to meet this requirement.

As a result, Pensiones Banorte sought to offer the best solution to provide pensioners’ benefits and services without requiring them to be physically present.

Nuance Security Suite was implemented to help Pensiones Banorte offer the “Proof of Life” requirement for retirees 24/7 using voice biometrics as a way to validate pensioner identity. Pensioners can call into the Banorte call center to have their identity validated in order to release their Social Security benefits. By comparing a caller’s voice with their unique voiceprint on file, Banorte’s voice biometrics system, powered by Nuance, securely validates pensioner identity, and prevents fraudsters from illegally claiming benefits by falsifying their identity.

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