Bank of New Zealand

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PROJECT SUMMARY

Powered by Auraya’s ArmorVox voice biometric technology, BNZ customers now speak their access numbers for easy and secure authentication.

BNZ used Auraya’s world leading biometric technology when it engaged Vodafone to deliver a secure managed service for its contact centres. In a bold move BNZ was the first to deliver voice biometrics technology to its customers for enhanced security and convenience. Auraya’s ArmorVox biometric engine is used to verify customers based on their access numbers.

A SUCCESSFUL OUTCOME

Within weeks of implementation, over 300,000 customer calls were recorded and analysed successfully. The wide range of accents in New Zealand along with the use of different Maori languages and Asian and Pacific Island languages and accents are all enrolled by ArmorVox and verified with great accuracy and precision.

Within 14 months of operation, 47% of customers verified their voice print every day. Targeting the high frequency calling database has helped BNZ save time and money spent on manual authentication, all while empowering their customers with a more secure and easy banking experience.

Customer satisfaction and overall experience with the new technology rose sharply post implementation, relative to all other banks. Med Cadman, Head of Contact Centres at BNZ, says that the voice biometric technology powered by ArmorVox is more secure that fingerprint technology.

AURAYA SYSTEMS

Auraya, a world leader in biometric voice verification technology empowers people and organizations to interact and engage with security and convenience.  As a specialist voice biometric technology developer, we have a track record of delivering unparalleled security performance that is simple to deploy, integrate and maintain whilst delivering the most delightful customer experience.

Auraya’s biometric voice verification engine – ArmorVox – is speaker adaptive, which means it constantly learns about the customer’s unique voice and optimises the voice print performance with each use. This means we not only protect the privacy of the individual and the security of the organisation, but also deliver a truly differentiated experience for the customer. ArmorVox is the perfect voice verification engine that includes passive, active and background enrolment and verification options. It also provides eight different text dependent tokens, two text prompted tokens and a text independent token.

At Auraya, we are constantly pushing the boundaries of cutting-edge research and development in voice biometrics to pioneer new capabilities that maximize value for you and your customers. Our talented team puts you in command to choose features that work for you. So you decide – whether you want to implement an active or a passive system and you choose the biometric spoken token that is right for your customers. You can choose to deploy in your phone, digital, social media or face-to-face channels. The best part is – you will be offering your customers an entirely new experience in six weeks – that’s how easy and fast it is to deploy our technology. You can deploy with your own in house team or you can use any of the experienced and trained solution partners that are part of the Auraya ecosystem.

 

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