The document discusses a case study of a leading Middle East bank that was handling over 200,000 voice calls per month and struggling with the manual authentication process, which increased fraud risks, costs, and customer frustration. Implementing a voice biometrics and interactive voice response integration solution allowed for easier and faster authentication through a vocal password, improving the customer experience while decreasing handling times, fraud risk, and costs. This was also the first Arabic language implementation of voice biometrics in the world.

1. VOICE BIOMETRICS BOOST
customer satisfaction and savings.
CASE STUDY
Case-1000

2. A leading Middle East bank
ABOUT THE CLIENT
Case-1000 © 2017, Sutherland Global, Inc. All rights reserved.
Handling
200,000+
VOICE CALLS
PER MONTH

3. THE CLIENT CHALLENGE
The bank struggled to find an easy way to
authenticate customer calls coming into
their contact center.
Manual authentication
INCREASED RISK
OF FRAUD
Inefficient process
INCREASED
HANDLING COSTS
Customers grew
INCREASINGLY
FRUSTRATED
Case-1000 © 2017, Sutherland Global, Inc. All rights reserved.

4. The Sutherland Transformation
Overall
improved
customer
experience
Voice
biometrics &
Interactive
Voice Response
integration
Easier, faster
authentication
for customers
with vocal
password
Case-1000 © 2017, Sutherland Global, Inc. All rights reserved.

5. This was the first
Arabic language implementation
of voice biometrics
IN THE WORLD.
Case-1000 © 2017, Sutherland Global, Inc. All rights reserved.

6. PARTNERSHIP RESULTS
SUTHERLAND
+
A LEADING
MIDDLE EAST BANK
DECREASED
HANDLING TIME
REDUCED RISK
OF FRAUD
LOWERED
AGENT COSTS
IMPROVED
CUSTOMER
EXPERIENCE
Case-1000 © 2017, Sutherland Global, Inc. All rights reserved.