- Banking and Financial Services
- Digital Transformation
- Customer Engagement Transformation
The bank had struggled to find an easy way to authenticate customer calls coming into their contact center. Handling over 200,000 voice calls per month, the bank needed the ability to authenticate callers in a fast, secure, and customer-friendly manner. Prior to engaging Sutherland, calls were manually authenticated via a series of calls put to the caller by an agent. Customers were growing increasingly frustrated with the process after multiple failed attempts at answering questions and providing a PIN before they were finally able to pass through the authentication stage to the service point in a call flow. Additionally, the manual system increased the risk of fraud and drove up handling costs for the bank.