Client: Aviva Australia
Title: Aviva Australia deploys Voice Biometrics to Enhance the Customer Experience

Aviva Australia was bought by National Australia Bank in 2009. Previously known as Norwich Union, Aviva has operated within Australia for 150 years. It has an established reputation in life insurance, investments and superannuation (pensions). 

Aviva implemented voice biometrics to enhance the customer experience by quickly identifying and verifying customers, thereby reducing the amount of time both customer and agent were required to spend on the telephone. 

Voice biometrics has saved Aviva Australia on average, 20 to 30 seconds per call in agent time and reduces queuing for customers.

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