Case Study: a leading middle east bank improves call authentication with Sutherland Global Services voice biometrics

Leading Middle East Bank - Customer Case Study

A leading Middle East bank struggled with its manual call authentication process, which frustrated customers and increased fraud risk and handling costs for its 200,000 monthly calls. Sutherland Global Services was engaged to implement a faster, more secure solution.

Sutherland implemented a voice biometrics system integrated with the bank's Interactive Voice Response (IVR), allowing customers to authenticate using a vocal passphrase. This solution, the world's first Arabic-language implementation of its kind, decreased handling time, reduced fraud risk, lowered agent costs, and improved the customer experience for the bank.