RCBC Bankard Services Corp., the credit card arm of Rizal Commercial Banking Corp., optimized its call center operations to improve customer experience and operating costs.
RCBC Bankard, in partnership with Verint Systems Inc., upgraded its biometrics and voice recording systems. Verint’s innovative voice biometrics solution is part of its Identity Authentication and Fraud Detection offering.
This combination provides high-level expertise and automated technology that helps 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.
The faster authentication can reduce contact center costs, help eliminate the need for security questions and can provide an overall improved customer experience.
