TCS Bank Is First Among Russian Banks to Introduce Voice-Authentication System for Its Call Centre

• The Bank wins 'Technology Projects of the Year' Award from The Banker for the technology implementation

Moscow, Russia - 21 October 2014.
TCS Bank's real-time voice authentication system for its call centre has received the 'Technology Projects of the Year' award for Customer Service, presented by The Banker magazine, a part of the Financial Times Group.

TCS Bank's real-time voice authentication system creates identical voice prints during the traditional Q&A verification process for each new caller. These voice prints are later used as a benchmark for verification when the customer calls next time.

With the new technology, TCS Bank is able to verify the identity of a caller, who contacted TCS Bank via its customer support centre at least once, within 7 seconds of each subsequent call. This reduces the authentication process by 40-60 seconds on average per call and significantly improves customer experience by saving customer time whilst still providing enhanced security for client's transactions done via TCS Bank's customer support centre.

In the summer of 2014, TCS Bank completed the roll-out of the real-time voice authentication system to most workstations at its customer support centre following the successful testing period. The project was implemented together with NICE Systems, a company specialising in telephone voice recording, data security, and surveillance.

Vyacheslav Tsyganov, Chief Information Officer of TCS Bank, commented on the award: "We have become the first bank in Russia and one of the first banks globally to introduce a real-time voice authentication system, and we are delighted to receive the Banker's 'Technology Projects of the Year' award, which proves our status as the most innovative bank in Russia and one of the most innovative banks in the world. Being a branchless back, TCS Bank's customer support centre is one of the main points of contact for our customers processing over 1.5 million calls monthly. With the real-time voice authentication system, we are able to significantly enhance customer experience by saving them time as they now do not have to answer many security questions and significantly increase the security of transactions."

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