Verint and Inspiro optimizes the quality of RCBC Bankard’s call centre operations

Verint Systems in partnership with Inspiro Relia have optimised the quality of RCBC Bankard’s call centre operations with the implementation of Verint’s innovative voice biometrics solution*, part of its Identity Authentication and Fraud Detection (IAFD) offering. The combination gives the organization high-level expertise and automated technology to help reduce costs and improve the overall customer experience.

RCBC Bankard Services Corporation, the credit card arm of Rizal Commercial Banking Corporation (RCBC), one of the largest universal banks in Philippines, collaborated with Verint on a landmark upgrade of their voice recording and biometrics systems.

Verint voice biometrics recognises the unique vocal characteristics of enrolled customers’ seconds into a live call, helping to reduce the number of security questions and average handle times. This faster authentication can reduce contact centre costs, help eliminate the need for security questions, and can provide an overall improved customer experience.

Simon Calasanz, RCBC Bankard President and CEO believes that the rollout of the solution was well timed and stated, “The implementation of voice biometrics improves our workflow and increases the security behind every single call. This is at a time when credit card fraud has become more prevalent.”

Calasanz continued, “Our service delivery is of utmost importance to our customers, and we are pleased to say that the upgrade to the system was executed to the highest degree. The Verint and Inspiro teams were well orchestrated and operations continued smoothly behind the scenes. Following the deployment, we expect a decrease in the number of security questions, and we will have the ability to provide assistance more quickly, with a reduction in average handle time.”

Commenting on the successful partnership and project outcomes, Manish Shah, Vice President of Verint’s Southeast Asia operations, said, “Understanding the RCBC Bankard’s needs and a strong collaborative partnership with Inspiro were key to a seamless transformation of RCBC Bankard’s back office operations. RCBC Bankard wanted to push the envelope with new modernised and automated technology that would help them to deliver higher quality customer service.  Our local support capability and our voice biometrics technology was the winning combination that led to the successful execution and delivery of this project.”

Mark Mistal, Inspiro’s Chief Information Officer added, “Verint’s capabilities within the contact centre space are well-established, and their best-in-class voice biometrics system delivers tangible enhancements to every single call and in real time.”

Inspiro supports the customer engagement requirements of leading brands in the Philippines. Mistal continued, “As the customer service quality in the call centres gets a new boost through technological advances, we see great value in our continued partnership with Verint.”