Opus Research is pleased to announce José Ignacio Zorrilla, with Banco Santander Mexico, will present key findings from a new contact center strategy for customer authentication in a keynote presentation for Voice Biometrics Conference San Francisco (May 14-15, 2014).
With more than 3 million calls into contact centers monthly, Banco Santander Mexico is using voice biometrics as a means to identify and authenticate banking customers rather than relying on passwords and knowledge-based questions. The new strategy helps improve contact center efficiency, says Ignacio, in reducing the time it takes for agents to identify customers and helps streamline the customer experience.
As Executive Director of Channels at Banco Santander Mexico, Ignacio is in charge of the operation of state-of-the-art contact centers, Internet banking, mobile and ATM networks for a commercial bank serving 6.5 million customers. Ignacio will highlight the organizational strategy for Banco Santander Mexico in assessing new technologies for customer authentication and outline the opportunities and challenges in implementing the voice biometrics solution.
Santander México is the country’s third largest financial group by business volume, with market shares of 14.8% in deposits and 13% in loans, and the first Santander country to implement voiceprint technology.