Bank of Ireland is allocating €34 million to upgrade its call centres by providing staff with a single customer view and implementing voice biometrics for enhanced security. This investment aims to streamline phone transactions for customers, reduce waiting times, and improve fraud protection. The initiative will offer 2,800 employees quick access to comprehensive customer data for efficient query resolution
Additionally, voice biometrics will enhance customer authentication, making transactions faster and more secure. The bank's CEO, Susan Russell, highlights the investment as the most substantial in technology for frontline colleagues. The move follows previous investments in ATMs, branch networks, and fraud protection, demonstrating Bank of Ireland's commitment to enhancing customer experience and security. https://www.finextra.com/newsarticle/44076/bank-of-ireland-to-equip-call-centres-with-single-customer-view-and-voice-biometrics/security