RCBC Bankard improves fraud detection with voice biometrics

RCBC Bankard has optimized the quality of its call center operations with the implementation of Verint’s voice biometrics solution, part of its Identity Authentication and Fraud Detection (IAFD) offering.

RCBC Bankard Services Corp., the credit card arm of Rizal Commercial Banking Corp. (RCBC), one of the largest universal banks in Philippines, collaborated with Verint on a landmark upgrade of its voice recording and biometrics systems.

The implementation, which was accomplished in partnership with Inspiro Relia (Inspiro), provides RCBC Bankard with high-level expertise and automated technology to help reduce costs, and contribute to an enhanced customer experience.

Verint voice biometrics recognizes the unique vocal characteristics of enrolled customers within seconds during a live call, helping to reduce the number of security questions and average handle times. This faster authentication can reduce contact center costs, help eliminate the need for security questions, and provide an overall improved customer experience.

“The implementation of voice biometrics improves our workflow and increases the security behind every single call. This is at a time when credit card fraud has become more prevalent," said Simon Calasanz, RCBC Bankard president and CEO. “The Verint and Inspiro teams were well orchestrated and operations continued smoothly behind the scenes. Following the deployment, we expect a decrease in the number of security questions, and we will have the ability to provide assistance more quickly, with a reduction in average handle time.”

Commenting on the project, Manish Shah, vice president of Verint’s Southeast Asia operations, said, “Understanding the RCBC Bankard’s needs and a strong collaborative partnership with Inspiro were key to a seamless transformation of RCBC Bankard’s back office operations. RCBC Bankard wanted to push the envelope with new modernized and automated technology that would help them to deliver higher quality customer service. Our local support capability and our voice biometrics technology was the winning combination that led to the successful execution and delivery of this project.”

For more information, go to www.inspiro.com, www.verint.com, and www.rcbcbankard.com.