We have your next industry‑disrupting innovation
Whether driving exceptional customer engagement in digital channels, protecting your financial institution from fraud or enhancing self-service in the IVR, Nuance solutions have you covered.
Banking experts share their authentication experiences
The increased volume of interactions and the adoption of remote agents have underscored the need for faster and more reliable authentication. Hear from innovative FIs on how they’ve transformed their authentication strategies to bolster security, enhance customer experience, and drive operational efficiencies.
Offer the services people crave
Elevate your automated and live assistance capabilities through digital and voice channels to enhance customer care, decrease costs and increase share of wallet—all while protecting both you and your customers from fraud.
Your customers expect you to make their life easier—providing the account information and services they need, when they need it, on the channels they prefer. They also expect highly secure transactions with minimal friction. With Nuance, you can meet these seemingly incompatible demands.
Nuance provides an omni-channel experience that enables you to provide a more secure, personalized and satisfying banking experience with a clear competitive advantage across channels.
Get our latest resources
(Open a new window)
On demand webinar: Securing the FI Contact Center
with Javelin(Open a new window)
Examine the realities in Financial Services contact centers and why there is urgency in making technology upgrades today and not waiting for tomorrow.
Watch it now(Open a new window)
(pdf. Open a new window)
The Digitalization of Banking. A Threat or a Promise? white paper(pdf. Open a new window)
Meet the digital threat head-on and turn it into a promise. This white paper explores the promising landscape of digitalization for banking brands.
Get it now(pdf. Open a new window)Our vision for financial services
We have a vision of the future filled with possibilities. Nuance invents intelligent technology for financial services organizations that helps every life it touches to do more in less time, with less effort—delivering the security and trust their customers expect.
- Nuance, bring intelligence to life.
- Narrator: We have a vision of the future filled with possibilities. Nuance invents intelligent technology for financial services organizations that helps every life it touches to do more in less time, with less effort—delivering the security and trust their customers expect.
- Narrator: Meet Peter….
- Narrator: a tech savvy entrepreneur who enjoys traveling the world. It’s important for him to stay connected to his bank and brokerages back home. He expects the highest level of service.
- Narrator: Today… world markets have been uneasy due to a major trade pact being signed. Peter’s Bank—BestBank—responds by sending him an alert with specific recommendations for his portfolio.
- BestBank VOICE: Good evening Peter!
- Peter: I understand you have some news and recommendations about my investments…
- BestBank VOICE: Yes, we’re contacting you about a significant development in the financial markets. The new trade pact signed today directly impacts your stock portfolio.
- Peter: OK.
- BestBank VOICE: Yes, we’re contacting you about a significant development in the financial markets. The new trade pact signed today directly impacts your stock portfolio.
- Peter: Can I talk to Andrew about this?
- BestBank VOICE: Does 10 pm this evening work for you?
- Peter: Let’s move it back a half hour.
- BestBank VOICE: OK Peter, your appointment with Andrew is all set for 10:30 pm.
- Narrator: A few days later,…
- Narrator: …Peter is enjoying an espresso at an outdoor café. Without his knowledge, a pickpocket intercepts his digital wallet signal and steals his credit card’s digital license and ID.
- Narrator: The thief immediately attempts to change Peter’s PIN to get money from an ATM.
- BestBank VOICE VA: Welcome to BestBank. Please tell me your name and the last 4 digits of your account number.
- Pickpocket: 4-5-3-6. This is…Peter…Peter Anderson speaking. I would like to change my PIN.
- BestBank VOICE VA: And your date of birth.
- Pickpocket: That’s, um…November 18th, 1985.
- BestBank VOICE VA: We apologize for the inconvenience, but we’re unable to process your request at this time. We’ll contact you with next steps shortly.
- Narrator: Moments later, BestBank calls Peter to alert him of the fraud attempt and assure him that it was successfully averted.
- BestBank VOICE VA: We detected a fraudulent attempt to change the PIN for your credit card account. We blocked the request and emailed you a new certification.
- BestBank VA: Your account and money are safe. We understand you’re traveling right now. You might consider carrying your multi-card in an RFID blocking wallet.
- Peter: Great advice, thanks!
- Narrator: A few weeks after his trip,…
- Narrator: …Peter is home paying some bills when he sees a charge that he doesn’t recognize. He worries it could be related to the recent fraud attempt.
- Narrator: He connects with BestBank using Facebook messenger to check it out.
- Narrator: While helping Peter, the virtual assistant uses sentiment analysis to determine that Peter is upset and decides to transfer him to a live agent for help.
- Michelle: Hi Peter. Looks like we need to research a $130 charge on your account?
- Peter: Yes, can you pull it up?
- Narrator: Best Bank’s agent Michelle helps identify the charge for Peter confirming that it wasn’t fraud and his account is safe.
- Peter: I remember that now. All good. thanks!…
- Michelle: Happy to help!
- Narrator: In this highly digitized world, we need to help keep communication human AND build trust. Nuance can help you be… more. More predictive, personalized, and secure when engaging with your customers.
- Narrator: After all, helping people with their financial health is what it’s all about.
- Contact Nuance so we can show you how….
Benefits
Increase share of wallet (Play a video)
Advise and assist your customers regarding different account and loan options across a variety of channels, delivering incremental revenue and providing great customer experience. Make it easy for consumers to manage their account online with virtual or live assistance, using digital or voice channels.
Enhance fraud prevention and authentication (Play a video)
Faster identify fraud attempts, reduce costs and improve customer satisfaction by delivering hassle-free authentication with intelligent, multi-modal biometric solutions across voice and digital channels.
Improve customer care and retention (Play a video)
Reduce live calls and operating costs while delivering a brand‑differentiating customer experience across a variety of modalities and devices. Whether making payments, checking balances or setting travel alerts, empower consumers through digital and voice channels.
Stats
The results are in
19
Of the 20 largest worldwide financial institutions use Nuance solutions*
* excluding China
15%
Decrease in AHT
75%
First contact resolution
Additional resources
White papers
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Biometric Security(pdf. Open a new window)
Discover why financial institutions are ditching passwords for biometric authentication. -
Biometrics Win-Win(pdf. Open a new window)
Research firm Aite discusses how biometric solutions can help FIs achieve operational efficiency gains and related budget reductions, CX improvements, and fraud loss reductions. -
IVR in the digital banking age (pdf. Open a new window)
Why the voice channel is more important than ever for banks. -
Banking on Conversational AI (pdf. Open a new window)
Five ways AI can drive growth. -
Collect More, Spend Less (pdf. Open a new window)
An ROI guide to collecting through digital channels
Analyst report
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Forrester Report: Begin Designing Your Conversational Banking Strategy Now(pdf. Open a new window)
Discover why conversational banking, enabled by AI-powered virtual assistants, is set to revolutionize the banking world.
Case studies
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Royal Bank of Scotland case study(pdf)
Nuance voice biometrics used to quickly detect fraud attempts coming into its call center. -
Virginia Credit Union(pdf. Open a new window)
Voice biometrics improves the member experience and agent satisfaction. -
Retail Card Servicer(pdf. Open a new window)
Learn more about how they used Nuance Proactive Notifications to improve collection outcomes. -
Swedbank(pdf. Open a new window)
Read about how Swedbank’s virtual assistant created an enhanced digital experience, achieving 78 percent first-contact resolution within its first three months. -
Leading US bank(pdf. Open a new window)
Learn how they use live chat to increase customer connections and online customer acquisition through enhanced engagement and targeting. -
Top 5 US asset manager(pdf. Open a new window)
The world’s first asset management firm to use passive voice biometrics in its IVR. -
Barclays(pdf. Open a new window)
Read how they used voice biometrics to makes authentication painless, reducing average call time by 15%.
Videos
- Interview: Nuance Security Suite Helps Royal Bank of Scotland Fight Fraud(Open a new window)
- Interview: How Royal Bank of Scotland Identifies Fraud in the Contact Center(Open a new window)
- Interview: Royal Bank of Scotland Discusses how Fraud is Perpetrated in the Contact Center(Open a new window)
- Interview: Kennebunk Savings Bank Uses Biometrics Authentication for Secure Customer Engagements(Open a new window)
- Interview: Kennebunk Savings Bank Deploys Biometrics in the Contact Center(Open a new window)
- Presentation: Kennebunk Savings Improves CX and Fights Fraud with Biometrics
Blog posts
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Rankings show banks are doing well—are you keeping up?(Open a new window)
The Temkin Experience Ratings show that the retail banking industry ranks fourth. Nuance is proud to count many of the highest-ranked (and largest) banks in the world as customers.
On-demand webinar
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Financial Services: A guide to biometric fraud prevention and authentication(Open a new window)
Aite Group and Nuance detail the role and value of biometrics in the financial services industry. Watch it now.