SK Telecom Taps Nuance for Voice Biometrics Solution
SK Telecom, a mobile service provider in South Korea, has deployed Nuance Communications' voice biometrics to provide a secure authentication process for its customers.
SK Telecom turned to Nuance's VocalPassword voice biometric solution to allow customers to authenticate into their accounts using voice.
SK Telecom, with more than 28 million subscribers, has become the first organization in the region to offer voice biometric technology in the call center.
Previously, SK Telecom customers were asked a number of questions to verify their identities when calling into the contact center. Now, when customers dial into the contact center, they are asked to speak the predefined phrase 'At SK Telecom, my voice is my password,' to gain access to their accounts.
"Providing our customers with an unparalleled experience is our top priority," said Ahn Keun, senior vice president and head of customer experience management at SK Telecom, in a statement. "Voice biometrics is transforming the way we interact with our customers, allowing them a more convenient experience while also keeping their information secure. Customers enjoy calling into the contact center, knowing that they are no longer bothered with intrusive and lengthy questioning."
Nuance's voice biometrics solutions have been adopted globally by other large organizations, such as ING Netherlands, Tangerine Bank, Tatra Banka, Turkcell, Santander Mexico, and Vodacom South Africa.
"When it comes to authentication, we've seen that PINs, passwords, and security questions are leaving accounts vulnerable and can no longer be considered a safe and secure method," said Robert Weideman, executive vice president and general manager of Nuance's Enterprise Division, in a statement. "By turning to voice biometrics, SK Telecom will be able to differentiate itself from other businesses by offering a truly innovative experience that is proven to be effective."