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News

Australian financial services security using voice biometrics

VeCommerce : 12 June, 2009  (Application Story)
Telephone customers of Aviva Australia financial services group are authenticated using the VeSecure voice biometrics system from Salmat VeCommerce
Salmat VeCommerce has provided its VeSecure voice biometric authentication solution to Aviva Australia.

In what is a first for the Australian life insurance and wealth management industry, Aviva will utilise the voice biometric capability of Salmat VeCommerce's VeSecure product to transform the way it interacts with its customers and advisors. Simply by using the unique characteristics of the member's voice, the identity of callers to Aviva can be quickly verified and the call routed to the most appropriate resource. Whilst enhancing the level of customer service and convenience, this process also provides an added layer of security and privacy to telephone enquiries and transactions.

Frank Lombardo, Group Director Operations at Aviva said, "Our organisation has a long history of consistent innovation dating back to the early 1990s and is well recognised as a market leader in the delivery of technological solutions for our customers. Voice biometrics is yet another way in which Aviva is improving the experience for both our customers and financial planners."

Brett Feldon, General Manager EMEA at Salmat VeCommerce, said, "The new deployment at Aviva Australia shows the maturity and growing acceptance of voice biometrics by some of the World's leading financial institutions. In an increasingly competitive environment where there is heightened pressure to provide better customer service as well as boost security by removing the reliance on PINs and passwords, we expect other global players to follow their example. We are currently talking to a number of UK based financial services institutions about the benefits of introducing voice biometrics in the near future."

In the recently published 2009 Salmat VeCommerce Identity Verification Study, over 50% of respondents believed that someone could guess their PINs, passwords or other security details, while 59% stated they believed someone else actually knew these details. An alarming 37% of respondents had either experienced identity fraud or theft or had a friend or family member that had fallen victim to these crimes.

Salmat VeCommerce was selected by Aviva due to its proven track record in delivering speech recognition and voice biometric applications. Mr Lombardo, commented, "They demonstrated a depth of experience and expertise, working with a large customer base, in this specialised field."

The sale and delivery of the VeSecure application was led by NEC, Aviva's existing solution provider. Under the agreement, NEC will also provide first level support.
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