National Australia Bank Secures Contact Center with Nuance Voice Biometrics

National Australia Bank (NAB) is the latest financial institution to turn to Nuance to secure its contact center operations. The bank will specifically be deploying the Nuance Gatekeeper solution, which debuted in October and utilizes voice recognition to verify the identity of a caller. Gatekeeper also incorporates other factors like location and behavior for an additional layer of security.

NAB is leveraging Gatekeeper to power its own VoiceID service, which allows its customers to record their voiceprint over the phone. Those voiceprints are encrypted, and make it far more difficult for a fraudster to gain access to someone’s account even if they have managed to get their hands on someone’s personal information.

Approximately 120,000 customers enrolled in the VoiceID system since NAB launched the service in November. The bank is hoping to raise that number to 250,000 before the end of the year.

“We are pleased to partner with Nuance to provide customers with simple, fast and secure ways to go about their banking,” said NAB Consumer Direct Executive GM Paula Constant. “This technology is helping us improve the experience our customers have by spending less time on the authentication process and more time helping them with their needs.”

“Passwords are becoming overwhelming for consumers to manage,” added Nuance Security Business GM Brett Beranek. “Biometrics offer a win-win solution, with a simpler way for consumers to access sensitive services like banking, and a secure alternative for businesses.”

Nuance Gatekeeper offers liveness detection to prevent fraudsters from using a recording or a synthetic voice, and eliminates the need for passwords or knowledge checks during the authentication process. The platform previously received the prize for the Best Mobile Authentication & Security Solution at the 2020 GLOMO Awards, as well as the InfoSec Award for Most Innovative Biometrics. Santander and Allied Irish Banks are among Nuance’s other clients in the financial industry.

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May 27, 2020 – by Eric Weiss