Alfa-Bank Russia implements NICE’s RTA solution

By Megha Bhattacharya

NICE recently announced that Alfa-Bank Russia has implemented its Real-Time Authentication solution in a bid to enable instant verification for customers. Alfa-Bank is now able to authenticate clients calling into the contact center in real-time and without any need for code words or additional questions.

NICE stated that its RTA solution includes Proactive Fraudster Exposure and Watch List capabilities, that confirms customer identity in seconds and secures operations for the bank while allowing customers to quickly proceed with banking needs.

“The introduction of voice biometrics in our call center significantly enhances the security of many operations,” said Olga Aslamova, Head of the Remote Client Support Department at Alfa-Bank. “This is especially important at a time when most clients prefer to receive all services remotely. If a client has passed a biometric impression with us, then even a compromise of the codeword – and scammers are good at stealing such information from clients – will not put a person’s money at risk.”

Russia-based Alfa-Bank has a customer base of 550 thousand corporate customers and 16 million individuals.

NICE’s RTA and Fraud Prevention provides end-to-end authentication and fraud prevention for contact centers. Based on voice biometrics, it automatically verifies the caller’s claimed identity within the first few seconds of a call through natural conversation with an agent. Based on unique machine learning technology, the Proactive Fraudster Exposure capability allows contact centers to automatically prevent fraud before it happens by proactively identifying previously unknown fraudsters and blocking them from committing fraud.

“Protecting remote banking customers from increasingly sophisticated fraudsters is more critical than ever,” John O’Hara, President, NICE EMEA, said. “Financial institutions such as Alfa-Bank understand that protecting customers and operations is just as important as ensuring the experience is seamless and instantaneous. We’re excited to play a key role in helping Alfa-Bank nurture customer trust and provide service at the highest levels of excellence.”