Case Study: UK's Global Financial Bank achieves faster, more secure telephone banking with CACI Voice Recognition

UK's Global Financial Bank - Customer Case Study

UK's Global Financial Bank, the UK arm of a global financial bank with more than 22 million retail banking accounts, 11 million credit card holders and one million business customers, needed to improve the security and efficiency of its telephone banking identity and verification process. The challenge was to strengthen security without slowing customers down or making the experience more frustrating. CACI Limited provided a voice recognition solution to help meet these goals.

CACI Limited introduced biometric voice recognition into the bank’s existing phone banking ID&V process, creating a unique voiceprint during a customer’s call and matching it on future calls. The solution worked with the bank’s current phone system and cut verification time to as little as 10 seconds. In trial results, 93% of wealth management customers rated the technology 9 out of 10 for speed, ease of use and security, and the bank is now extending it to retail banking customers.