Call centres

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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.

Regions Bank enlists IBM Watson for call centre work

/ai

Regions Bank enlists IBM Watson for call centre work

Regions Bank is tapping IBM's Watson AI technology in its call centres to help improve customer service and free up staffers to deal with more complex issues.

/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.

Nationwide deploys SAS analytics to improve customer interactions

/ai

Nationwide deploys SAS analytics to improve customer interactions

UK building society Nationwide has enlisted SAS to help it tap into the power of AI for more efficient and effective customer interactions.

/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.

Pindrop raises $90m to bring voice security tech to IoT devices

/security

Pindrop raises $90m to bring voice security tech to IoT devices

Pindrop, a voice security and authentication provider for call centres, has raised $90 million in a Series D funding round joined by Goldman Sachs and Citi Ventures.

/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.

Lloyds Banking Group rolls out Voice ID

/Call centres

Lloyds Banking Group rolls out Voice ID

Lloyds Banking Group is introducing voice verification technology from Nuance to identify customers dialling into its call centres.

/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.

ING rolls out contact centre platform across 12 countries

/Call centres

ING rolls out contact centre platform across 12 countries

ING is rolling out a unified contact centre platform fit for the omni-channel era across 12 countries.

/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.

Czech bank introduces voice biometrics for call centre customer authentication

/Call centres

Czech bank introduces voice biometrics for call centre customer authentication

The Czech Republic's largest bank, Česká spořitelna, has rolled out voice biometrics technology from Nuance Communications, enabling customers to identify themselves to call centre staff simply by speaking.

BBVA enlists AI agent Amelia for customer support; explores token training on ethereum network

/Call centres

BBVA enlists AI agent Amelia for customer support; explores token training on ethereum network

BBVA has become the latest bank to employ Amelia, calling in the virtual assistant's creator IPsoft to help develop AI-powered digital customer support services.

/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.

JPMorgan to roll out Voice ID; begins branch expansion

/Call centres

JPMorgan to roll out Voice ID; begins branch expansion

JPMorgan Chase is to begin using individuals’ unique voiceprints to identify customers who are calling to inquire about their credit card accounts.

/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.

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