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/security

Santander introduces voice and phone ID authentication for UK phone banking

Santander has today announced plans to offer telephone banking customers the option to verify their identity through an innovative combination of ‘Phone ID’ and biometric ‘Voice ID’ technology, making its authentication process simpler and more secure than ever.

/retail

Standard Chartered partners Avaya for CX transformation

Avaya Holdings Corp. (NYSE: AVYA) is partnering with Standard Chartered to deliver a multi-year client experience transformation project that will enable the Bank to more fully align its services with clients’ fast-paced, digitally connected lives.

/Call centres

Mobile onboarding outstrips other digital channels for new signups at BBVA

More customers now join BBVA via its award winning app in Spain than they do via other digital channels, the bank has revealed in the latest update to its digital transformation programme.

/retail

Legal & General introduces Nice virtual attendant robots

Nice (Nasdaq: NICE) today announced Legal & General, a leader in the insurance industry, has selected NICE Robotic Process Automation (RPA) to bring robotic intelligence into their service delivery approach.

/payments

OSG acquires Communisis

OSG Group Holdings, Inc. the indirect parent company of OSG Billing Services (with its related companies, “OSG”), a leading provider of omnichannel billing and payment solutions, customer engagement and critical customer communication management, have announced that it has acquired Communisis PLC (“Communisis”), a recognized leader in outsourced critical communications headquartered in London, England.

/ai

Artificial intelligence company Daisee wins Westpac Innovation Challenge

Westpac Group has announced Richard Kimber, CEO and Founder of artificial intelligence company Daisee, as the winner of the fifth annual Westpac Innovation Challenge.

/Call centres

Barclays launches lipspeaker service for Deaf and hard of hearing customers

In a UK banking first, Barclays has today announced a service where Deaf or hard of hearing customers will be able to have their telephone conversations with the bank interpreted by a lipspeaker: a hearing person who can provide communication support by being easily lip read.

/Call centres

Fiserv boosts call centre customer authentication

Fiserv, Inc. (NASDAQ: FISV), a leading global provider of financial services technology solutions, announced today it has introduced two enhanced consumer authentication solutions, step-up authentication and identity verification, to mitigate card fraud within call centers.

/Call centres

Pindrop unveils risk-based authentication system for call centres

Pindrop, the pioneer in voice security and authentication, today announced Pindrop® Express, a risk-based authentication solution with carrier embedded capabilities that can validate the customer’s phone number prior to the call arriving at the contact center.

/Call centres

Bank of the West deploys Pindrop machine learning tech for fraud detection

Pindrop, a pioneer in voice security and authentication, today announced a partnership with Bank of the West, enabling the financial services company to further expand its exceptional customer experience.

/Call centres

Chinese visitors can now use Alipay in The Dubai Mall

Alipay, the world's largest online and mobile payment platform operated by Ant Financial Services Group, and The Dubai Mall, the world's largest and most-visited retail and entertainment destination, located in the heart of the prestigious Downtown Dubai, today jointly announced that Chinese mainland visitors can now use Alipay to pay for a wide range of shopping, dining and must-see leisure attractions.

/Call centres

LiquidVoice brings PCI compliance to the call centre

Liquid Voice, a leading provider of interaction recording, quality management and analytics, has announced the immediate availability of a new Payment IVR solution.

/Call centres

Robot Anna begins working at Sberbank’s corporate client contact centre

Sberbank has begun robotising its contact centre for corporate clients.

/Call centres

Nuance launches Nina Coach to train and deploy virtual assistants

Nuance Communications has launched Nina Coach, a solution to help organisations train, deploy and improve virtual assistants faster than ever before by tapping into artificial intelligence and leveraging existing human knowledge.

/Call centres

Consumers exposing themselves to phone fraud through social media profiles

Consumers are falling prey to the growing risk of phone fraud.

/Call centres

Cisco chair John Chambers invests in Pindrop

Pindrop, the pioneer in voice security and authentication, today announced new board additions including John Chambers, Executive Chairman at Cisco, and Martin Casado, general partner at Andreessen Horowitz.

/Call centres

Nuance and BioCatch team up on biometrics-based fraud detection

Nuance Communications, Inc. today announced from the RSA Conference that it has partnered with BioCatch, the global leader in behavioral biometrics to deliver continuous authentication on the web and mobile as part of the Nuance Security Suite solution.

/Call centres

Hyperwallet to offer 24/7 call centre support

Hyperwallet, a leading global payouts provider to millions of independent workers, today revealed that it will begin offering 24/7 contact center support early next year.

/Call centres

FSV Payment Systems rolls out Enacomm fraud control module

FSV Payment Systems, a U.S. Bank wholly-owned subsidiary and a leader in prepaid program management and processing services, is now utilizing Enacomm’s ViA® Fraud Control Module to effectively handle suspicious caller activity, the companies today announced at Money20/20.

/Call centres

ABN Amro chooses Verint Solutions workforce management software

Verint Systems Inc. (VRNT) today announced that one of the Netherlands’ leading financial services organizations, ABN AMRO, is using its Verint Workforce Management™ software to enhance customer engagement processes.

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