Barclays launches Voice Security Technology to all customers from Sunderland contact centre

PRESS RELEASE: Barclays has announced that it is introducing voice security technology to all customers, meaning its telephone banking service will be easier to use and more secure than ever. Staff at Barclays Sunderland Contact Centre are ready for the launch and will be the first site in the UK to operate the new voice security for customers.

This technology identifies the caller based solely on their voice – a highly secure method of identification that removes the need for security questions and passwords.

Each person’s voice is as unique as their fingerprint, made up of over 100 characteristics based on the physical configuration of the speaker’s mouth and throat. Therefore, when a customer calls up to use the telephone banking, the technology will be able to identify them simply from the first few words that are spoken.

Not only will this make the process quicker – allowing customers to get on with their day – it will also create a greater barrier against fraud, due to the highly personal form of identification.

Mel Donoghue, Site President at Barclays Sunderland Contact Centre, commented: “We can all relate to the frustration of forgetting a password at the crucial moment. Voice security can cut out that part of the call completely and, unlike a password, each person’s voice is as unique as a fingerprint.”

If a customer has forgotten their password, it takes two minutes on average to get through the alternative security measures. Voice security will speed up this process significantly.

Barclays pioneered this technology by offering the service to a limited number of customers in 2013 – the first bank in Europe to do so. The success of the trial means that they are now making it available to all customers, which will be rolled out in August 2016.

Mel Donoghue added: “Barclays is constantly looking at ways to improve services for customers and make it easier for them to get things done quickly; this is the perfect example of technology that does exactly that. There’s no need for customers to change how they bank with us, or in fact do anything differently at all – just continue to use telephone banking in the same way. We’re committed to providing options so that our customers can choose how they want to bank with us and this is the latest iteration of the promise.”

Barclays offers a range of services that provide customers with the choice and flexibility in the way they bank with us, including secure webchat via Barclays Mobile Banking and video banking via smartphone, tablet or computer as well as in selected branches.

Voice Security FAQs

What is it? Voice security is a new quick, easy and secure way that customers can use to identify and verify themselves and gain access to their accounts when using Barclays telephone banking service.

How does it work? By using digital voice prints. Each time a customer calls, the technology will compare their voice against the voice print to establish if it matches.

What is a voice print? It is made up of over 100 unique characteristics which are based on the physical configuration of a speaker’s mouth and throat. Just like a fingerprint, a voice print is individual to each person. It will be securely stored on Barclays system. Customers can opt out at any time, at which point their voice point will be permanently deleted.

Who can use the technology? It will be available to Barclays personal and Premier customers over the age of 16 once we are confident that we have captured enough of a voice print from the customer.

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