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Tatra Banka reinvents their customer experience by launching Nuance voice biometrics solutions

The introduction of voice biometrics in Tatra Banka's call center is simplifying the authentication process. Now, customers will engage in 10-15 seconds of natural conversation with a call agent, allowing for an easier and more personalized experience. Since deployment, more than 90,000 Tatra Banka customers have enrolled in the solution. This timely announcement coincides with Nuance's presence at the 2013 Opus Research Voice Biometrics Conference in London.


I am excited to announce this morning that Tatra Banka has officially deployed Nuance’s FreeSpeech voice biometrics technology in the call center, allowing customers to verify their identity with the sound of their voice. Previously, Tatra Banka customers who dialed into the bank’s customer service department were prompted to scan a card with a card reader device to prove their identity before proceeding with their phone call. This burdensome process caused frustration among customers who found it inconvenient to prove their identity through the token-based authentication process.

The introduction of Nuance FreeSpeech voice biometrics software in the Tatra Banka call center has enhanced the convenience and security of the authentication process. Today, when customers call into the bank they will engage in 10 to 15 seconds of natural conversation with an agent. During this time, the voice biometrics technology will compare the caller’s voice print to the one on file, signaling to the agent when the customer’s identity is verified. Since implementation, more than 90,000 Tatra Banka customers have enrolled in the solution – incredible numbers in just a few short months.

This announcement is timely as I have the wonderful opportunity to participate in the Opus Research Voice Biometrics Conference this week in London as a keynote speaker focusing on “Powering Security and Easy Authentication in a Multi-Channel World.” It’s great to be on-site talking about future opportunities for voice biometrics in addition to hearing first-hand from a number of companies that have deployed voice biometrics solutions, including our own customer, Tatra Banka.

To read the full press release click here and to learn more about the 2013 Opus Research Voice Biometrics Conference in London click here.


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Brett Beranek

About Brett Beranek

Like you, CX and biometrics expert Brett Beranek – Director Product Strategy, Enterprise – is fascinated by transformative technologies that have a real impact on our lives. With over fifteen years of experience in the customer experience and biometrics space, Brett brings strategic and tactical insights to organizations wishing to deliver a better experience to their customers via innovative security technologies. Prior to joining Nuance, Brett a technologist and entrepreneur by education and passion, successfully introduced several disruptive technologies to the health-care, IT and security markets, including as a partner of facial recognition firm Viion Systems and member of Genetec’s management team, a security firm that transformed the video surveillance market. Brett also currently serves on the advisory board of high-tech healthcare startup GaitTronics. Brett earned a Bachelor of Commerce, Information Systems Major, from McGill University as well as an Executive Marketing certificate from Massachusetts Institute of Technology’s Sloan School of Management. Brett loves travelling the globe and discovering new cultures with his three kids, Layla, Rayan and Nora and his wife, Tania.