Eastern Bank Taps Nuance Voice Biometrics to Innovate the Customer Experience; Becomes First in North America to Replace Secu...
18 June 2015 - 10:00PM
Business Wire
Eastern Bank Can Now Authenticate Callers to
1-800-EASTERN by the Sound of Their Voice; Bank Addresses Customer
Feedback and Makes it Easy to Do Business
Nuance Communications, Inc. (NASDAQ: NUAN) today announced that
Eastern Bank, the largest and oldest mutual bank in the United
States, has deployed Nuance’s voice biometrics technology to make
it easier for customers to do business by using the sound of their
voice to access their accounts.
Until very recently, when Eastern Bank’s customers contacted the
Customer Service Center (1-800-EASTERN), they had to prove their
identity by answering a series of security questions before
proceeding with their phone call. In recent customer surveys,
Eastern Bank customers conveyed their frustration with this
process, making it clear that recalling information and answers to
questions was a huge source of aggravation. Seeing an opportunity
to use advanced technology to solve a customer problem, Eastern
Bank has introduced voice biometrics technology from Nuance to make
it easy for customers to access their accounts when calling
customer service.
Now, when a customer calls Eastern Bank, they engage in natural
conversation with a customer service agent, and during that time,
Nuance’s FreeSpeech voice biometrics technology is used to compare
the customer’s voice to their unique voiceprint, silently signaling
to the bank representative when the customer’s identity has been
verified, and granting them access to their account.
Eastern Bank’s voice biometrics project is part of a portfolio
of technology investments aimed at reinventing how customers bank.
Eastern’s other publicly announced technology initiative, Eastern
Labs, is unique among bank innovation groups in its mandate to both
create new data-driven technologies and to spin successful
technologies out into new companies.
“We heard from our customers that verifying their identity
through answering security questions was a frustrating process –
and we listened and made meaningful changes,” said Bob Rivers,
President and Chief Operating Office, Eastern Bank. “Voice
biometrics allows our customers to get service in the most natural
and intuitive way, through their voice. The end result is a better
and more effortless experience for our customers.”
“As the first bank in North America to launch voice biometrics
in the call center, Eastern Bank is ahead of the innovation curve,”
said Robert Weideman, executive vice president and general manager
for the Enterprise Division of Nuance. “Voice biometrics is a more
natural experience for customers while also offering a level up in
security. Through delivering this technology to its customers,
Eastern Bank is demonstrating a true commitment to reinventing the
customer experience.”
New data from Opus Research shows that the voice biometrics
authentication market is poised to grow from $200M (2013) to $750M
globally in 2017. Nuance voice biometrics technology leads the
industry, with over 50 million voiceprints deployed by its
customers, representing over 80% of the commercial market. (Opus
Research: Census Report: Voice Biometrics Census and Forecast,
November 2014).
To learn more about how voice biometrics can reinvent a customer
experience, go here.
About Eastern BankFounded in 1818 and based in Boston,
Eastern Bank is the largest and oldest mutual bank in the country,
with $9.5 billion in assets and more than 100 branches serving
communities in eastern Massachusetts and southern and coastal New
Hampshire. Eastern Bank offers banking, investments and
insurance all under one roof, and prides itself on working harder
to understand its customers’ needs so it can deliver these services
in a committed and personal way. Eastern Bank, which includes
Eastern Bank Wealth Management and Eastern Insurance, is a
recognized leader in corporate social responsibility and for its
advocacy on behalf of a number of social justice causes. For
more information, visit: www.easternbank.com,
www.facebook.com/easternbank or www.twitter.com/easternbank.
About Nuance Communications, Inc.Nuance Communications,
Inc. (NASDAQ: NUAN) is a leading provider of voice and language
solutions for businesses and consumers around the world. Its
technologies, applications and services make the user experience
more compelling by transforming the way people interact with
devices and systems. Every day, millions of users and thousands of
businesses experience Nuance’s proven applications. For more
information, please visit: www.nuance.com.
Nuance and the Nuance logo are trademarks or registered
trademarks of Nuance Communications, Inc. or its subsidiaries in
the United States of America and/or other countries. All other
company names or product names may be the trademarks of their
respective owners.
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version on businesswire.com: http://www.businesswire.com/news/home/20150618005101/en/
Nuance Communications Contact:Erica Hill,
781-888-5518erica.hill@nuance.comorEastern Bank Communications
Contact:Andy Ravens, 781-598-8528a.ravens@easternbank.com
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