Case study Solutions category: Communication solutions

Voice Biometrics

Just the voice to verify the identity of Tatra banka clients

Over a long period, Tatra banka has shaped itself into the most innovative bank on the Slovak market. For example, in 2012 it was the first bank in the European Union to introduce a credit card integrated into their clients’ mobile phones. Voice biometrics has perfectly clicked with Tatra banka‘s profile. It enables the callers to the contact center to verify their identity based on their unique voice characteristics. No other bank in Slovakia, Central or Eastern Europe has offered anything similar through the years 2012 and 2013.
Case study was published 15.08.2016

REQUIREMENTS

  • a system ensuring that the verification is carried out naturally during an ordinary
    conversation with the operator
  • a verification fast enough and at least as safe as Card and Card ReaderTB
    authentication

SOLUTION

  • Nuance FreeSpeech voice biometrics technology
  • extensive testing and debugging of the system so that the verification is carried out fast enough to prevent unauthorized access to the system and prevent rejection of legitimate log-in attempts
  • integration with other banking systems and creation of an intuitive user interface for agents of the contact center DIALOG Live (realized in collaboration with 2Ring Company using 2Ring AGENT DESKTOP solution)

RESULTS

Tatra banka, as the first bank on the Slovak market as well as in Central and Eastern Europe, has offered their clients the possibility of comfortable authentication through voice biometrics

Tatra banka clients now have several options for authentication in the contact center DIALOG Live, not only through their Card and Card ReaderTB systems

introduction of voice verification has proven attractive to clients - after two years since the launch of this service, DIALOG Live has registered 250,000 voice samples

resulting in shortening the average length of calls and an increase in the efficiency of the contact center, which will now be able to spend more time on selling activities

LUBOŠ KOVÁČ

Head of contact center DIALOG Live at Tatra banka (2013)

The average time of client identification process through the Card and Card ReaderTB is 1min, 21 sec. In comparison with 27 sec identification time through voice biometrics, we save 66% of the time in the client identification process.

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Tatra banka’ contact center has an optimal number of agents

Tatra banka’s contact center has an optimal number of agents for each part of the day

Complicated and time-consuming planning of the operators‘ shifts, ensure a sufficient number of people for each part of the day or a guarantee of the long-term quality of the Tatra banka DIALOG Live contact center. These problems were solved by Soitron’s implementation of the Verint® Workforce Management ™ software system from Verint Systems in Tatra banka.
Case study was published 23.02.2015

REQUIREMENTS

  • to automatize and simplify the shift planning for DIALOG Live contact center
    agents
  • to provide the contact center optimal human capacity for each part of the day
    and thus improve overall cost-effectiveness
  • to ensure long-term quality customer service provided by the contact center

SOLUTION

  • implementation of Verint® Workforce Management™ from Verint Systems, partner of Soitron
  • linking to the contact center system from which the software obtains details about telephone calls, emails, and chats
  • several months of set up, testing and fine-tuning technical and functional settings
    according to Tatra banka’s specific requirements

OUTCOMES AND BENEFITS

More accurate distribution of agents’ shifts so that the contact center has an optimal number of workers at each moment.

Reducing the time managers spend planning shifts and adjusting them to the needs of actual operations.

Effectively ensure the availability and quality of services provided by the call center.

More accurate distribution of each employee’s total working time in each month.

ĽUBOŠ KOVÁČ

Director of DIALOG Live contact center at Tatra banka (2014)

It matters to us to always be available for our current and potential clients and to provide quality service or products that they are interested in.

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