NICE Real-Time Authentication Selected by VPBank to Safeguard Omnichannel Customer Interactions and Improve Experiences
27 Avril 2021 - 12:30PM
Business Wire
VPBank’s implementation of NICE’s voice
biometrics will seamlessly secure contact center calls, reduce
handle times and boost service quality
NICE (Nasdaq: NICE) today announced that Vietnam
Prosperity Joint-Stock Commercial Bank (VPBank) has selected NICE
Real-Time Authentication (RTA) to enhance call security, prevent
fraud and improve customer experiences. VPBank’s adoption of NICE’s
self-service authentication for its interactive voice response
(IVR) services will simplify contact center call system management
and increase IVR containment, resulting in a reduction of
interaction volume to live agents. This will empower VPBank to
authenticate up to 10,000 customers a day in the IVR as well as
reduce average handle time (AHT) by 20-30 seconds, boosting
customer experiences on live agent calls.
As one of Vietnam's largest private banks and one of the ten
largest private enterprises in the country, VPBank handles
approximately five million interactions annually from customers in
the retail, SMB and corporate sectors. VPBank will leverage NICE’s
single voiceprint capability to authenticate the customers on live
conversation, IVR and mobile. The reduction in average handle times
delivered by NICE’s solution will improve productivity, increase
contact center efficiency and optimize operational costs for
VPBank. Fully system agnostic, the NICE RTA voice biometrics
solution is easy to integrate with the bank’s existing contact
center platform.
Based on voice biometrics, NICE RTA automatically verifies a
caller’s claimed identity within seconds through natural
conversation. Seamless and transparent to customers, the solution’s
single voiceprint technology addresses VPBank’s need to secure its
communications across multiple channels. The solution allows
verification without time-consuming, repetitive and intrusive
measures. An out-of-the-box solution, NICE RTA includes consent and
user management, in-built reporting and comprises innovative
capabilities such as a single voiceprint and one-time historical
enrollment that enable authentication across any channel and from
day one respectively.
Tran Thi Lien, Head of Contact Center 247 - Operation
Division, VPBank, said, “Accurate, transparent and quick
authentication is crucial to efficient bank processes as well as an
investment in positive customer experiences and loyalty. Our
customers deserve a proven, innovative authentication solution that
efficiently and seamlessly safeguards their interests, and that’s
why we decided to implement NICE RTA at our contact center.
Darren Rushworth, President of NICE APAC, said, “VPBank’s
decision to adopt NICE RTA for IVR-based automated authentication
comes as the financial services industry is facing a growing need
to take measures against fraud in the ever-expanding area of
digital commerce. The NICE voice biometrics-based solution is a
leader in producing value for institutions like VPBank, ensuring
seamless, extraordinary customer experiences while preventing
losses from fraud. We’re proud to help VPBank stay on the cutting
edge of innovative capabilities to safeguard customers and their
business.”
About NICE NICE (Nasdaq: NICE) is the world’s leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 of the Fortune 100 companies, are using NICE solutions.
www.nice.com.
About Vietnam Prosperity Joint Stock Commercial Bank
Vietnam Prosperity Joint Stock Commercial Bank is a joint stock
commercial bank incorporated and registered in the Socialist
Republic of Vietnam. The Bank’s principal activities are to provide
banking services including mobilizing and receiving short, medium
and long-term deposits from organizations and individuals; making
short, medium and long- term loans and advances to organizations
and individuals; conducting foreign exchange transactions;
providing international trade finance services; discounting of
commercial papers, bonds and other valuable papers; investing in
shares and bonds; providing settlement services; digital wallet;
investing in future contract of Government bonds; providing asset
management services; granting credit in form of rediscounting
negotiable instruments and other valuable papers and other banking
services as allowed by the SBV.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Rushworth, are based on
the current beliefs, expectations and assumptions of the management
of NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners; cyber security attacks or other security breaches against
the Company; the effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the SEC, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20210427005501/en/
Corporate Media Contact Christopher Irwin-Dudek, +1 201
561 4442, ET, chris.irwin-dudek@nice.com
Investors Marty Cohen, +1 551 256 5354, ET,
ir@nice.com
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