What’s next:
Customer experience

×

Technology’s role in caring for thousands of pensioners in Mexico

In Mexico City, thousands of pensioners are forced to travel to their banks every six months to give their “proof of life.” This process helps to prevent fraud by ensuring that the correct and deserving person is receiving the pension. Unfortunately, many elderly citizens don’t have transportation or have health issues that make traveling difficult, time consuming, and costly. Through utilizing voice biometric technology, a new system called VIVA VOZ allows pensioners to prove their identity without leaving their homes, significantly improving the “proof of life” process for thousands

By
Viva Voz

Every six months, thousands of elderly citizens in Mexico City have to show up in person at their bank to prove their identity before collecting their pension check. If the pensioner fails to show up, the pension will not be given. The process, known as “proof of life”, is important as it ensures that taxpayers’ money is being spent correctly and that pensions are being paid to the correct pensioners and not fraudsters who are taking advantage of the elderly. Pension funds lose millions by paying pensions to friends and relatives of the deceased. Traditionally, the “proof of life” process requires pensioners to travel to the bank, wait in long lines, and undergo interrogative questioning. Many have health issues or don’t even have the means for transportation, making this process inconvenient, if not sometimes impossible.

Fortunately, the Government of Mexico City and Santander have decided to transform this process with voice biometric technology. In addition to the recently announced
voice biometrics deployment from Banco Santander Mexico, The Government of Mexico City is partnering with Santander to offer the Nuance’s VocalPassword™ solution to its 19,000 pensioners for the “proof of life” process. The system, called VIVA VOZ (Virtual Voice Signature), enables pensioners to fulfill the required process without leaving their homes by simply picking up a phone and saying a passphrase, such as “At Santander, my voice is my password.” Take a look at this video that shows the drastic impact the voice biometrics solution is having on the people of Mexico City.

This is a showcase example of how technology can be used to make lives easier.  In all cultures, it’s an important principle that the elderly are treated with dignity and respect, and VIVA VOZ allows them to fulfill the “proof of life” process without requiring them to leave the comfort of their own homes. I applaud Banco Santander Mexico for their innovation, as they partnered with the Government of Mexico City to go beyond the traditional application of voice biometrics to provide such a meaningful solution to the public. I’d love to hear your comments on additional ways you believe this technology can change the world for the better. Check out this webinar to understand different ways financial institutions are transforming the authentication process and the customer experience.

Read full article

More from the editor

“My account was hacked, it could have been prevented”
It’s time for banks to take increased measures to secure accounts
Domino’s makes a game-changing move to the way you order pizza
The virtual assistant makes ordering Domino’s Pizza a breeze
I love biometrics
Why voice biometrics is the most effective authentication method
CNBC shines a spotlight on Nuance and the future of biometrics in mobile banking
Nuance voice biometrics technology featured in CNBC segment “Industrial Revolutions"
Voice biometrics for the masses
Insights from 2014 Opus Voice Biometrics Conference San Francisco & Enterprise Analyst Day
Password inventor, at 87, says passwords are insecure
145 million E-Bay passwords available for 1.45 Bitcoin
Reason #5 of 5 to use conversational speech: Costs are reduced and self-service options are increased
Gain efficiencies and drive results by making your inbound and outbound IVR conversational
The future: More tech, more human
What does the future of consumer interactions look like?
Heartbleed and society’s addiction to passwords
Why aren’t we considering an alternative to traditional passwords?
I second that emotion
Voice’s role in sparking emotions and rekindling memories
Reason #4 of 5 to use conversational speech: On-the-go consumers appreciate the convenience
Use conversational speech technology to make your IVR interactions effortless
Is there light at the end of the TCPA tunnel?
A commissioner of the FCC announces welcome news
Obama, Bacon, and knowing your audience
Targeting the Millennial generation
Reason #3 of 5 to use conversational speech: Personalized proactive communications encourage immediate action
Conversational speech makes it easy for busy consumers to act on proactive notifications
Mediocre = failure: Banks must do more to satisfy customers
What banks should be doing to improve the customer relationship
Reason #2 of 5 to use conversational speech: Natural, personalized experiences bolster your brand
A high quality persona can have a big impact on the customer’s experience – and your brand
Reflections from Nuance Customer Experience Summit 2014, Interaction 14
Top brands gather to discuss trends in outbound outreach and solutions
Reason #1 of 5 to use conversational speech: Today’s consumers expect it
As more consumers adopt speech to interact with devices, IVRs need to keep pace
Nuance wins big at the 2014 Stevie® Awards
Nuance honored in four categories at the 2014 Stevie® Awards for Sales and Customer Service
Blog series introduction: Consumers still prefer phone-based customer service, so don’t let yours lag behind
Upcoming blog series will dive into the reasons for conversational speech in phone-based cu
CFPB scolds mortgage servicers
Recap from the MBA National Servicing Conference
Powering up to deal with winter storms
Reducing incoming calls with proactive updates
Biometrics on the smartphone: The future of mobile authentication
Predictions on the biometric that will dominate the future
Reflections on the 2014 Nuance Customer Experience Summit in London
Nuance meets with customer service leaders to reflect and strategize
Technology should simplify our lives, not complicate them
Why do we need intelligent self-service?
2014: The Year technology took over the customer relationship
Top technology trends shaping the future of customer engagement
Let’s act now to avoid the next banking crisis
Lowering costs per loan with automated communications
Having a more human conversation, with personal assistants
Consumers are not only comfortable conversing with their tech, they expect it
Good faith effort – CFPB rules could be an opportunity for change
Embracing new mortgage servicing opportunities
The paradox of 21st century web customer self-service
New survey findings provide insight into web self-service preferences
A “call” to action
Customers Want More Proactive Messages
Voice biometrics positively impacts brand – learnings from Opus Voice Biometrics Conference
Success stories echoed at Voice Biometrics Conference
Protecting the Customer’s Blind Side
Don't let your customer get hit
Tatra Banka reinvents their customer experience by launching Nuance voice biometrics solutions
Voice biometrics enhances the convenience and security of the authentication process
Is Your Business Prepared for the Zombie Apocalypse?
Business continuity in the face of disaster
What Do Customers Want?
Survey Shows a Growing Appetite for More Communications
Nuance to acquire Varolii, extend leadership in cloud-based customer service solutions
Bringing a full outbound communications portfolio to Nuance OnDemand
Barclays wins at European Call Centre Awards using Nuance voice biometrics technology
The title of 2013 "Best Application of Technology" goes to Barclays
Navigate Compliance Complexity: Visit the State Calling Map
Your state-by-state compliance guide
Reaching Homo Distractus With Your Collections Message
Breaking through to the distracted consumer
Hear, hear! Forrester urges creating natural, adaptive, and anticipatory experiences
Customers expect service aligned with their needs and abilities
The Perfect Blend: Live Agents and Proactive Outreach
A multi-pronged approach to outreach
Dear FTC: How Will You Prevent Nomorobo Abuse?
An open letter to the FTC
People really do like their virtual assistants (some love… but more about that later)
Consumers voice their opinions on virtual assistants
Is your outdated IVR driving customers away?
It is time to re-invent the IVR based on customers' needs
Dinged if you do, dinged if you don’t: Why we need to modernize the TCPA
The changing realities for the TCPA
Voice biometrics in the spotlight
Kicking passwords to the curb resonated with the press
A bold step forward in voice biometrics
Nuance introduces its next generation of voice biometrics
Coming Clean: The Heat is On for Utility Companies to Reduce Emissions
How new regulations will affect utilities and their customers
Compliance Made Easy
Well, at least easier.
Leading organizations tout virtues of voice biometrics at VBC San Francisco
Tangible benefits reinforce the impact of voice biometrics
The Devil’s in the Details – FTC Loses Clarity on Robocalls
What was missing from the FTC's Robocall Challenge?
Nina Web: The next generation of customer service
A smarter multi-channel Nina that speaks your language
Can You Bank On Your Mobile Banking Apps?
New research shows banking apps fail to measure up
Nuance selected as finalist in 2013 Stevie® Awards for Nina Mobile
Nina recognized for addressing evolving customer service needs
Nuance Nina goes international! Now speaks and understands 38 languages
Advancements broaden Nina's language support
Improve the Customer Experience for Bad Customers? Absolutely.
Great customer service for all
Real world voice biometrics scenarios: Mobile app authentication
Telecom provider's mobile customer care app enhanced by voice biometrics solution
Four best practices for ensuring a successful voice biometrics rollout
Maximize ROI and the customer experience with these helpful tips
Why the future of IVRs is hosted
Various savings are driving the hosted-IVR trend
Voice biometrics in customer care: Real world scenarios
These examples leverage voice biometrics solutions to improve security and reduce costs
Hosted IVR provides a port in any storm
Accommodating sudden increases in inbound calls is possible through hosted IVR
Cloud-based IVR systems are a win-win for customers and organizations
US Airways uses a cloud-based IVR platform to reduce costs and provide range of support
With cloud-based contact centers, the numbers add up
Hosted IVR spending is outpacing on-premises IVR by more than 200%
Why speech is key for a great mobile customer service experience
Speech-enabling addresses new customer interaction preferences
Cloud-based IVR gives customers a voice
IVR menu mazes are a thing of the past
Five keys to a great mobile customer service experience
An increase in mobile device use makes mobile customer service a priority
All-natural customer service is key to a healthy business
Advanced natural language understanding brings tremendous value to IVRs
Customer service to-go: The rise of voice-enabled mobile assistants
Speech is a must-have technology for meeting customers' preferences
Meet Nina – A Q&A with Nuance’s Robert Gary
Nina helps enterprises respond to growing customer demand
Removing authentication hurdles with voice biometrics
Enterprises should adapt to what customers want
Don’t overlook the power of IVRs for branding
An effective IVR can be the key to a lasting and favorable impression
The art of frictionless customer service
Offering a convenient, seamless customer experience is key
The three c’s that are key for a great cross-channel customer experience
Tips to avoiding a negative customer experience and unnecessary costs
Going beyond natural language – three keys to wowing your customers with natural experiences
When utilized effectively, natural language technology can provide a superior experience
Five common misconceptions about voice biometrics
Skeptics take note, here is some clarity to common area of confusion
Five questions that every IVR RFP should have – But typically don’t
Critical questions can ensure organizations stay current through their IVR
Another day, another voice biometrics deployment – this time in Hungary with Magyar Telekom
Magyar Telekom now authenticates users through ease of voice
TweetChat: Customer self-service trends with Dan Miller, Opus Research – Join us on June 28th
Twitter chat with expert from Opus Research will explore customer self-service trends
Extending Nuance Enterprise social media channels – Comment, join, like, or watch!
Follow Nuance Enterprise on our new social channels to stay in the loop
Achieving maximum impact through self-service
Survey provides valuable insight into the features customers want in mobile apps
Oh the places you will go…with your hosted IVR
Hosted IVR provides enterprises with strategic value
The state of voice biometrics – A Q&A with Dan Miller, Opus Research
Opus Research analyst, Dan Miller, identifies voice biometrics trends & developments
The real business value of voice biometrics through real deployments
Voice biometrics technology valued for security and ease of use
Distressed Borrowers Want to Know…
That's all. They just want to know.
The impact technology is having on the customer service experience
Interacting with companies evolves with the proliferation of technology
Why companies need to modernize their IVR systems
Neglecting to update IVR systems can be a big mistake
Maturing mobile strategies – How enterprises are preparing for smartphone users
Useful mobile apps are backed by cohesive application strategies
Connected, informed, independent, self-reliant, and impatient – The Now Consumer
Is your organization ready to serve the Now Consumer?
New Nuance research reveals serious mobile app shortcomings; Banks have lots to learn
Consumers desire mobile apps with self-service capabilities
Is the contact center moving on-device? Catching up with Ovum’s Daniel Hong
Technology Analyst Daniel Hong identifies advantages of an on-device mobile app
New research reveals what people REALLY want In customer service apps
Cunsumers expect apps to deliver what they wants on their terms
Super charging contact centers with the cloud
Trend to watch: The Cloud
Mobile customer service apps: How to keep ‘em coming back
Keys to building a strong relationship with consumers through mobile apps
For Turkcell, voice biometrics makes customer service a market differentiator
How can voice biometrics solution benefit your organization?
Voice recognition apps giving more of what you need
Speech-enabled apps are on the rise
Why are companies firing their hosted IVR provider?
Is your hosted IVR provider up to par?
The Holy Grail of getting the right answer, right away
Reduce failure rate and irritation associated with poor customer service apps
How hosted IVR can drive performance improvements of 20%-30%
NLU technology brings the performance of hosted IVR to a new level
ATM Keypad
“My account was hacked, it could have been prevented”
It’s time for banks to take increased measures to secure accounts
biometric-authentication-CNBC
CNBC shines a spotlight on Nuance and the future of biometrics in mobile banking
Nuance voice biometrics technology featured in CNBC segment “Industrial Revolutions"
Conversational Speech
Reason #5 of 5 to use conversational speech: Costs are reduced and self-service options are increased
Gain efficiencies and drive results by making your inbound and outbound IVR conversational
World Voice Day
I second that emotion
Voice’s role in sparking emotions and rekindling memories
milliennial audience channel
Obama, Bacon, and knowing your audience
Targeting the Millennial generation
Reason 2
Reason #2 of 5 to use conversational speech: Natural, personalized experiences bolster your brand
A high quality persona can have a big impact on the customer’s experience – and your brand
Stevie
Nuance wins big at the 2014 Stevie® Awards
Nuance honored in four categories at the 2014 Stevie® Awards for Sales and Customer Service
snowstorm_texting
Powering up to deal with winter storms
Reducing incoming calls with proactive updates
Technology
Technology should simplify our lives, not complicate them
Why do we need intelligent self-service?
166623047
Having a more human conversation, with personal assistants
Consumers are not only comfortable conversing with their tech, they expect it
customer_self_serve1
A “call” to action
Customers Want More Proactive Messages
Tatra Banka reinvents their customer experience by launching Nuance voice biometrics solutions
Voice biometrics enhances the convenience and security of the authentication process
Nuance to acquire Varolii, extend leadership in cloud-based customer service solutions
Bringing a full outbound communications portfolio to Nuance OnDemand
homo_distractus
Reaching Homo Distractus With Your Collections Message
Breaking through to the distracted consumer
nomorobo
Dear FTC: How Will You Prevent Nomorobo Abuse?
An open letter to the FTC
image
Dinged if you do, dinged if you don’t: Why we need to modernize the TCPA
The changing realities for the TCPA
GreenEnergy
Coming Clean: The Heat is On for Utility Companies to Reduce Emissions
How new regulations will affect utilities and their customers
blurry_phone
The Devil’s in the Details – FTC Loses Clarity on Robocalls
What was missing from the FTC's Robocall Challenge?
Nuance selected as finalist in 2013 Stevie® Awards for Nina Mobile
Nina recognized for addressing evolving customer service needs
Real world voice biometrics scenarios: Mobile app authentication
Telecom provider's mobile customer care app enhanced by voice biometrics solution
Voice biometrics in customer care: Real world scenarios
These examples leverage voice biometrics solutions to improve security and reduce costs
With cloud-based contact centers, the numbers add up
Hosted IVR spending is outpacing on-premises IVR by more than 200%
Five keys to a great mobile customer service experience
An increase in mobile device use makes mobile customer service a priority
Meet Nina – A Q&A with Nuance’s Robert Gary
Nina helps enterprises respond to growing customer demand
The art of frictionless customer service
Offering a convenient, seamless customer experience is key
Five common misconceptions about voice biometrics
Skeptics take note, here is some clarity to common area of confusion
TweetChat: Customer self-service trends with Dan Miller, Opus Research – Join us on June 28th
Twitter chat with expert from Opus Research will explore customer self-service trends
Oh the places you will go…with your hosted IVR
Hosted IVR provides enterprises with strategic value
borrower_help1
Distressed Borrowers Want to Know…
That's all. They just want to know.
Maturing mobile strategies – How enterprises are preparing for smartphone users
Useful mobile apps are backed by cohesive application strategies
Is the contact center moving on-device? Catching up with Ovum’s Daniel Hong
Technology Analyst Daniel Hong identifies advantages of an on-device mobile app
Mobile customer service apps: How to keep ‘em coming back
Keys to building a strong relationship with consumers through mobile apps
Why are companies firing their hosted IVR provider?
Is your hosted IVR provider up to par?
Dominos Virtual Assistant
Domino’s makes a game-changing move to the way you order pizza
The virtual assistant makes ordering Domino’s Pizza a breeze
Jose Ignacio Zorrilla
Voice biometrics for the masses
Insights from 2014 Opus Voice Biometrics Conference San Francisco & Enterprise Analyst Day
Nina
The future: More tech, more human
What does the future of consumer interactions look like?
Reason 4
Reason #4 of 5 to use conversational speech: On-the-go consumers appreciate the convenience
Use conversational speech technology to make your IVR interactions effortless
NUCC2228-PR-Shot3
Reason #3 of 5 to use conversational speech: Personalized proactive communications encourage immediate action
Conversational speech makes it easy for busy consumers to act on proactive notifications
Outbound CES photo
Reflections from Nuance Customer Experience Summit 2014, Interaction 14
Top brands gather to discuss trends in outbound outreach and solutions
Intro Blog Series
Blog series introduction: Consumers still prefer phone-based customer service, so don’t let yours lag behind
Upcoming blog series will dive into the reasons for conversational speech in phone-based cu
Voice Biometrics
Biometrics on the smartphone: The future of mobile authentication
Predictions on the biometric that will dominate the future
HCpersonas3
2014: The Year technology took over the customer relationship
Top technology trends shaping the future of customer engagement
roots_tree
Good faith effort – CFPB rules could be an opportunity for change
Embracing new mortgage servicing opportunities
Pavel Subrt
Voice biometrics positively impacts brand – learnings from Opus Voice Biometrics Conference
Success stories echoed at Voice Biometrics Conference
zombie_apocalypse
Is Your Business Prepared for the Zombie Apocalypse?
Business continuity in the face of disaster
Barclays wins at European Call Centre Awards using Nuance voice biometrics technology
The title of 2013 "Best Application of Technology" goes to Barclays
Hear, hear! Forrester urges creating natural, adaptive, and anticipatory experiences
Customers expect service aligned with their needs and abilities
pizza[1]
People really do like their virtual assistants (some love… but more about that later)
Consumers voice their opinions on virtual assistants
Voice biometrics in the spotlight
Kicking passwords to the curb resonated with the press
state_calling_compliance
Compliance Made Easy
Well, at least easier.
Untitled
Nina Web: The next generation of customer service
A smarter multi-channel Nina that speaks your language
Nuance Nina goes international! Now speaks and understands 38 languages
Advancements broaden Nina's language support
Four best practices for ensuring a successful voice biometrics rollout
Maximize ROI and the customer experience with these helpful tips
Hosted IVR provides a port in any storm
Accommodating sudden increases in inbound calls is possible through hosted IVR
Why speech is key for a great mobile customer service experience
Speech-enabling addresses new customer interaction preferences
All-natural customer service is key to a healthy business
Advanced natural language understanding brings tremendous value to IVRs
Removing authentication hurdles with voice biometrics
Enterprises should adapt to what customers want
The three c’s that are key for a great cross-channel customer experience
Tips to avoiding a negative customer experience and unnecessary costs
Five questions that every IVR RFP should have – But typically don’t
Critical questions can ensure organizations stay current through their IVR
Extending Nuance Enterprise social media channels – Comment, join, like, or watch!
Follow Nuance Enterprise on our new social channels to stay in the loop
The state of voice biometrics – A Q&A with Dan Miller, Opus Research
Opus Research analyst, Dan Miller, identifies voice biometrics trends & developments
The impact technology is having on the customer service experience
Interacting with companies evolves with the proliferation of technology
Connected, informed, independent, self-reliant, and impatient – The Now Consumer
Is your organization ready to serve the Now Consumer?
New research reveals what people REALLY want In customer service apps
Cunsumers expect apps to deliver what they wants on their terms
For Turkcell, voice biometrics makes customer service a market differentiator
How can voice biometrics solution benefit your organization?
The Holy Grail of getting the right answer, right away
Reduce failure rate and irritation associated with poor customer service apps
Biometrics
I love biometrics
Why voice biometrics is the most effective authentication method
Secured Data Transfer
Password inventor, at 87, says passwords are insecure
145 million E-Bay passwords available for 1.45 Bitcoin
heartbleed-virus
Heartbleed and society’s addiction to passwords
Why aren’t we considering an alternative to traditional passwords?
light_tunnel
Is there light at the end of the TCPA tunnel?
A commissioner of the FCC announces welcome news
passing_grade
Mediocre = failure: Banks must do more to satisfy customers
What banks should be doing to improve the customer relationship
NUCC2228-PR-Shot1
Reason #1 of 5 to use conversational speech: Today’s consumers expect it
As more consumers adopt speech to interact with devices, IVRs need to keep pace
scolding
CFPB scolds mortgage servicers
Recap from the MBA National Servicing Conference
customer experience summit-london14
Reflections on the 2014 Nuance Customer Experience Summit in London
Nuance meets with customer service leaders to reflect and strategize
financial_crisis
Let’s act now to avoid the next banking crisis
Lowering costs per loan with automated communications
The paradox of 21st century web customer self-service
New survey findings provide insight into web self-service preferences
blindsided_quarterback
Protecting the Customer’s Blind Side
Don't let your customer get hit
What Do Customers Want?
Survey Shows a Growing Appetite for More Communications
Navigate Compliance Complexity: Visit the State Calling Map
Your state-by-state compliance guide
perfect_blend
The Perfect Blend: Live Agents and Proactive Outreach
A multi-pronged approach to outreach
Is your outdated IVR driving customers away?
It is time to re-invent the IVR based on customers' needs
A bold step forward in voice biometrics
Nuance introduces its next generation of voice biometrics
Leading organizations tout virtues of voice biometrics at VBC San Francisco
Tangible benefits reinforce the impact of voice biometrics
Can You Bank On Your Mobile Banking Apps?
New research shows banking apps fail to measure up
excellent_service_bad_customers
Improve the Customer Experience for Bad Customers? Absolutely.
Great customer service for all
Why the future of IVRs is hosted
Various savings are driving the hosted-IVR trend
Cloud-based IVR systems are a win-win for customers and organizations
US Airways uses a cloud-based IVR platform to reduce costs and provide range of support
Cloud-based IVR gives customers a voice
IVR menu mazes are a thing of the past
Customer service to-go: The rise of voice-enabled mobile assistants
Speech is a must-have technology for meeting customers' preferences
Don’t overlook the power of IVRs for branding
An effective IVR can be the key to a lasting and favorable impression
Going beyond natural language – three keys to wowing your customers with natural experiences
When utilized effectively, natural language technology can provide a superior experience
Another day, another voice biometrics deployment – this time in Hungary with Magyar Telekom
Magyar Telekom now authenticates users through ease of voice
Achieving maximum impact through self-service
Survey provides valuable insight into the features customers want in mobile apps
The real business value of voice biometrics through real deployments
Voice biometrics technology valued for security and ease of use
Why companies need to modernize their IVR systems
Neglecting to update IVR systems can be a big mistake
New Nuance research reveals serious mobile app shortcomings; Banks have lots to learn
Consumers desire mobile apps with self-service capabilities
Super charging contact centers with the cloud
Trend to watch: The Cloud
Voice recognition apps giving more of what you need
Speech-enabled apps are on the rise
How hosted IVR can drive performance improvements of 20%-30%
NLU technology brings the performance of hosted IVR to a new level
Show more articles