Call centres

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DBS to roll out voice authentication; OCBC to take biometrics nationwide

/Call centres

DBS to roll out voice authentication; OCBC to take biometrics nationwide

Singapore's DBS is to introduce voice biometrics to authenticate customers ringing in to its call centres by the end of the year.

/Call centres

Standard Life and ING tap IBM for predictive analytics

IBM (NYSE: IBM) today announced that Standard Life, an investment company with over 190 years' experience, is personalizing financial services capabilities to each of its 3.8 million UK customers.

/Call centres

First Direct and HSBC launch sign language video service

HSBC and first direct are launching a British Sign Language Video Relay Service (VRS) in the UK.

/Call centres

Customer service bot startup Digital genius raises $4.1 million

DigitalGenius, the Level39 member which delivers an automated customer service platform based on AI and NLP, has raised $4.1 million from a group of institutional investors to broaden the adoption of its customer service bots.

/Call centres

Redi introduces call centre service

Redi Enterprise Development, Inc. (REDi), a leading provider of automated risk management services for financial institutions, recently launched its new live call center service for banks and credit unions, providing comprehensive customer support 24/7.

/Call centres

Pindrop launches IVR fraud protection platform

Pindrop, the pioneer in voice-fraud prevention and authentication, today launched IVR Anti-Fraud, making Pindrop the first and only company to offer comprehensive call centre fraud detection to all customer voice channel interactions.

TD Bank and Cisco forge R&D agreement

/Call centres

TD Bank and Cisco forge R&D agreement

TD Bank is teaming up with Cisco to build customer and employee experience technology at the IT giant's new innovation centre in downtown Toronto.

Royal Bank of Canada rolls out conversational biometrics

/Call centres

Royal Bank of Canada rolls out conversational biometrics

Royal Bank of Canada is to begin recording the voice prints of customers as they dial in to its call centres, eliminating the need for passwords and additional authentication questions to determine client IDs.

Mobile up, branches down in American popularity stakes

/Call centres

Mobile up, branches down in American popularity stakes

While the internet continues to be America's most popular banking channel, mobile is fast catching up on more established rivals branch and ATM for the silver medal, according to an ABA survey.

Westpac signs for Verifone Payment as a Service platform

/Call centres

Westpac signs for Verifone Payment as a Service platform

Westpac is handing over the management and deployment of the bulk of its merchant payment system offering to Verifone.

Eastern Bank rolls out voice authentication tech at call centre

/Call centres

Eastern Bank rolls out voice authentication tech at call centre

In a North American first, Eastern Bank is replacing security questions with voice biometric authentication for customers calling its service centre.

Icici rolls out voice recognition tech

/Call centres

Icici rolls out voice recognition tech

India's Icici Bank is introducing voice recognition technology at its call centres, enabling customers to authenticate themselves simply by speaking.

/Call centres

Atom Selects Genesys customer contact platform

Genesys, the market leader in omnichannel customer experience and contact centre solutions, and Atom – the challenger aiming to be the UK’s first bank designed for digital – are partnering to provide Atom’s customer service solution.

Canada's D+H agrees $1.25bn Fundtech acquisition

/Call centres

Canada's D+H agrees $1.25bn Fundtech acquisition

Canadian financial technology firm D+H is to buy transaction banking vendor Fundtech for $1.25 billion in cash, subject to regulatory approvals.

Digital-only Charter Savings Bank preps UK launch

/Call centres

Digital-only Charter Savings Bank preps UK launch

Startup digital-only lender Charter Savings Bank has been given the go-ahead by regulators to begin taking deposits.

/Call centres

Mplsystems analytics automate contact centre chatter from new bank channels

mplsystems, the UK-based multi-channel customer contact technology specialist, has launched intelligentResponse - the first automated response solution to help financial services firms’ contact centres handle the anticipated flood of incoming text messages caused by the growth in mobile apps, social media, web chat and email channels.

First direct tops customer service charts - Which?

/Call centres

First direct tops customer service charts - Which?

First direct, a bank that has no high street branches but still manages to make its customers feel valued, is the top-rated brand for customer service in the UK, according to a survey by consumer champion Which?

/Call centres

Syntec partners Worldpay for CardEasy phone payment processing

Worldpay, a global leader in payment processing, risk and alternative payments, and Syntec, a leading cloud call centre management service provider, have agreed a global partnership which will enable businesses to accept telephone card payments securely without compromising end-user experience.

Americans embrace mobile banking but the branch makes comeback

/Call centres

Americans embrace mobile banking but the branch makes comeback

The Internet continues to be America's most popular banking channel but is losing ground to mobile, ATMs and even branches, according to an ABA survey.

Barclays preps voice biometrics for phone banking

/Call centres

Barclays preps voice biometrics for phone banking

Barclays is rolling out voice biometrics technology at its call centres that recognises customers when they start talking.

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