Case Study: Van Lanschot Kempen achieves improved security, faster customer service and €100K annual savings with Verint Systems' Passive Voice Biometrics

Van Lanschot Improves Security and Enhances CX with Verint

Van Lanschot Kempen, the Netherlands’ oldest independent wealth manager, operates a busy contact center handling over 100,000 calls a year. The bank faced slow, repetitive identity checks—customers had to answer up to eight verification questions—raising frustration for callers and staff and increasing security risk as answers became easier to find online.

Van Lanschot implemented Verint Passive Voice Biometrics, integrated with its contact-center and CRM systems, allowing customers to enroll by voice during calls (with an opt-out option) and enabling real-time voice-match authentication. The rollout drove an 89% enrollment rate, cut call handling time by up to 90 seconds, doubled weekly enrollments via gamification, and is projected to save about €100,000 per year with an approximate two-year payback, while strengthening security and customer experience.

Van Lanschot Kempen

Martijn Boevink

Manager Client Services