Partner Article

Investec Improves the Customer Experience and Builds Stronger Relationships Using Nuance Voice Biometrics

Nuance Communications, Inc. today announced that Investec, South Africa’s leading Private Bank and Wealth & Investment manager, has deployed Nuance’s voice biometrics to improve the experience for their South African Private Banking clients. Investec turned to Nuance’s FreeSpeech voice biometric solution to authenticate their private bank clients by the sound of their voice, eliminating the need for frustrating PINs and passwords, making the authentication process quick and secure while improving the banking experience.

Investec, South Africa’s leading Private Bank and Wealth & Investment manager, has become the first financial institution in South Africa to deploy voice biometrics technology to transform the authentication process. Previously, clients calling in to the bank would be subject to answering security questions to confirm their identity, creating a time consuming process and an area of frustration. Investec understands that their clients’ time is valuable and sought to implement a solution that offered increased security yet was fast and convenient for the client.

Investec, in partnership with OneVault, a South African-based, specialist voice biometric company, deployed Nuance’s voice biometrics solution to verify the identity of the client through a natural conversation with a bank representative. While engaging in conversation, the FreeSpeech technology analyzes the client’s voice to compare it with their unique voiceprint on file. The system signals the Investec representative when the client’s identity has been confirmed so the client’s query or request can be resolved seamlessly.

The security of PIN and password-based systems are under near-constant security attacks by hackers. Voice biometrics offers the proven alternative for organizations to increase security while improving the customer experience. “We are excited to be on the forefront of this game changing technology,” said Craig West, head of Investec’s Global Client Support Centre (CSC). “Voice biometrics allows us to offer our clients an unprecedented experience, streamlining the banking process while also offering unsurpassed security.”

“The customer service landscape is changing rapidly and it’s become clear that PINS and passwords are creating gaps in both security and customer experience when it comes to authentication,” said Robert Weideman, executive vice president and general manager of the Nuance Enterprise Division. “By turning to voice biometrics, Investec has joined the ranks of other organizations worldwide that are utilizing an effective solution that offers a more natural and intuitive experience.”

“Voice biometrics is quickly becoming a mainstream technology solution that goes to the heart of driving business value. Investec has demonstrated a true commitment to both customer security and the customer experience by introducing voice biometrics in the South African financial services market,” said Paul Hutton, CEO, OneVault.

Nuance’s voice biometrics solutions have been adopted globally by other large organizations as well, such as Barclays Wealth & Investment Management, ING Netherlands, Tangerine Bank, Tatra Banka, TD Waterhouse, Turkcell, T-Mobile and Vanguard. Around the world, voice biometrics is quickly becoming an accepted form of authentication which has proven to be both secure and convenient. New data from Opus Research shows that the voice biometrics authentication market is poised to grow from $200M (2013) to $750M globally in 2017.

Nuance voice biometrics technology leads the industry, with over 50 million voiceprints deployed by its customers, representing over 80% of the commercial market. (Opus Research: Census Report: Voice Biometrics Census and Forecast, November 2014).

To learn more about how voice biometrics can reinvent a customer experience, go here.

About Investec

Investec is an international specialist bank and asset manager that provides a diverse range of financial products and services to a niche client base in two principal markets, the United Kingdom and South Africa, as well as certain other countries. The group was established in 1974 and currently has approximately 8 200 employees.

Investec focuses on delivering distinctive profitable solutions for its clients in three core areas of activity namely, Asset Management, Wealth & Investment and Specialist Banking.

In July 2002 the Investec group implemented a dual listed company structure with listings on the London and Johannesburg Stock Exchanges. The combined group’s current market capitalisation is approximately GBP4.6 billion.

About OneVault

OneVault is a focused Biometric Voice Authentication company. We unlock the power of every individual’s voice to provide the most secure, remote authentication channel available.

Our focus with respect to the voice biometrics space, has allowed us to develop a set of core competencies and capabilities that are unparalleled in the South African market.

OneVault offers our clients secure, easily accessible, 3rd factor authentication that seamlessly integrates with their IT infrastructure.

OneVault offers both on premise and hosted solutions. Our hosted offering means our clients’ can leverage our ‘tuned’ active voice authentication engine resulting in fast, simple solution deployment.

About Nuance Communications, Inc.

Nuance Communications, Inc. is a leading provider of voice and language solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with devices and systems. Every day, millions of users and thousands of businesses experience Nuance’s proven applications. For more information, please visit: www.nuance.com.

Nuance and the Nuance logo are trademarks or registered trademarks of Nuance Communications, Inc. or its subsidiaries in the United States of America and/or other countries. All other company names or product names may be the trademarks of their respective owners.

This was posted in Bdaily's Members' News section by Nuance .