Indonesia’s Permata Bank leverages voice biometrics to speed up authentication

Adrian M. Reodique

voice biometric authentication
Credit: Storyblocks 

Permata Bank has tapped on enterprise solutions provider, NICE, to implement voice biometrics authentication for their customers in Indonesia.

By leveraging NICE's Real-Time Authentication solution, the bank will be able to authenticate the identity of its customers within the first few seconds of phone conversation with the agent or even before the staff answer the call through Interactive Voice Response (IVR).  

"Permata Bank's introduction of voice biometrics in the local banking industry positions us as a leader in financial services innovation throughout Indonesia. This is largely thanks to NICE's unique Fluent engine capability, which provides omnichannel authentication with a single voiceprint, which is a major advantage over competing solutions in the market," said Bianto Surodjo, director of Consumer Banking at Permata Bank.

Darren Rushworth, president of NICE APAC, added: "We are excited to help Permata Bank become the first domestic bank in Indonesia to adopt voice biometrics technology in order to improve its service levels and cement its place as a market leader. Providing accurate and quick voice authentication, which is so crucial to all retail banking activities, is part of NICE's mission to reinvent customer service while ensuring absolute data security."

Permata Bank is a longstanding customer of NICE. Prior to deploying the authentication solution, the bank was already benefiting from NICE's Quality and Workforce Management solutions, as well as real-time back office applications. 

Additionally, the bank recently sought NICE's help to find new ways to improve fraud prevention and increase the efficiency of its contact centre.


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