RCBC Bankard’s new voice biometrics

MANILA, Philippines — The credit card arm of Yuchengco-led Rizal Commercial Banking Corp. (RCBC) has optimized its call center operations to improve customer experience as well reduce operating costs.

RCBC Bankard Services Corp. has partnered with Verint Systems Inc. and Inspiro Relia Inc. to upgrade its biometrics and voice recording systems.

RCBC Bankard president and chief executive officer Simon Calasanz said the implementation of voice biometrics improves workflow and increases the security behind every single call.

“This is at a time when credit card fraud has become more prevalent,” he said.

Verint’s innovative voice biometrics solution is part of its Identity Authentication and Fraud Detection (IAFD) offering. This combination provides high-level expertise and automated technology that help reduce costs.

The upgraded voice biometrics can recognize the unique vocal characteristics of enrolled customers seconds into 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 can provide an overall improved customer experience.

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,” Calasanz added.

Verint is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimisation and cyber intelligence. It partners with over 10,000 organizations in more than 180 countries, including over 85 percent of the Fortune 100.

Inspiro is a leader in global customer management with a network of 12,000 people at 12 strategic locations including the US, Nicaragua, Australia, and the Philippines.