Nuance Voice Biometrics to Improve Customer Experience and Boost Security at Santander

Nuance announced Santander is making phone banking more seamless and secure through Voice ID, a system that leverages Nuance’s market-leading, fraud-preventing biometrics technology.

Santander has deployed Nuance voice biometrics technology within their Contact Centre in the UK to authenticate customer calls. As part of the Voice ID system, customers will be invited to enroll and asked to repeat a short phrase several times during an initial enrollment process to create their unique “voiceprint,” much like a fingerprint. When a customer calls in the future, they will be asked to say that phrase again, so the technology can compare their verification voiceprint with the one that was created during their enrollment.

Nuance technology powers our Voice ID authentication and gives Santander customers a very simple and seamless way to authenticate themselves when calling their bank – removing the need to remember and key in numbers while ensuring the highest standards of security. The human voice contains over 100 voice characteristics that can be used to ensure that a caller is who they say they are, further protecting Santander customers’ accounts from fraudsters.

“We see PINs and passwords continuing to fail – and hacks and breaches climbing. With that, more and more organizations are deploying biometrics to enable a simpler and safer way for customers to validate their identities and access services,” said Brett Beranek, General Manager, Security Business, Nuance Enterprise. “We are proud to see Santander leveraging Nuance technology to safeguard financial and personal information in today’s digital society,” he added.

Santander joins the growing list of leading enterprises successfully leveraging Nuance’s biometric solutions. Customers from a diverse set of industries such as AIB, Australian Taxation Office, ICICI Bank, HSBCRBS, TalkTalk, Vodafone Turkey and Deutsche Telekom have deployed Nuance’s Security Suite. Over 400 million consumers globally make more than eight billion successful authentications yearly already with Nuance voice biometrics and Nuance Security Suite has already prevented over $1billion worth of customers’ money from getting into the wrong hands.

Go here for more information about the Nuance Security Suite.

See recent stats from Nuance’s Word Password Day consumer survey here.

About Nuance Communications, Inc.

Nuance Communications (NASDAQ: NUAN) is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that can understand, analyze and respond to human language to increase productivity and amplify human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in global industries that include healthcare, telecommunications, automotive, financial services, and retail – to create stronger relationships and better experiences for their customers and workforce. For more information, please visit