Telefonica success story – Voice biometrics improves CX for seniors

Telefónica uses voice biometrics to personalize CX for seniors

Using Nuance Gatekeeper, Telefónica is giving their senior customers priority service using only their voice.


In the early days of the COVID‑19 pandemic, Telefónica, a leading global telco serving 365 million customers across 12 countries, moved quickly to provide a simple, personalized, secure way to prioritize calls from seniors—one of the groups most at risk.

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Partnering with Nuance on Gatekeeper, we could serve this group by prioritizing their calls and getting their issues resolved during the pandemic.

Emilio Gayo
Telefónica Spain

Learn how you can streamline, protect, and personalize every customer interaction.