Case Study: TCS Bank achieves 7-second real-time voice authentication and 40-second per-call time savings with NICE Systems

Nice And Tcs Bank Win The Banker Magazine’s Technology Projects Of The Year For Customer Service

Tinkoff Credit Systems (TCS Bank), a branchless bank handling about 1.5 million inbound calls per month with 1,400 call-centre staff, needed to eliminate slow, easily impersonated security-question checks that frustrated customers and lengthened service. Their project with NICE won The Banker magazine’s Technology Projects of the Year for Customer Service.

Working with NICE, TCS deployed NICE Real‑Time Voice Authentication with passive enrolment from historic recordings, rolling the solution out from pilot to full deployment by May 2014. Authentication time dropped to seven seconds (saving about 40 seconds per call), improving security and customer experience, freeing agent time for revenue-generating work, and receiving positive customer feedback.

TCS Bank

Viacheslav Tsyganov

Chief Information Officer