Biometrics , Fraud Management & Cybercrime , Security Operations

Disrupting Call Center Fraud With Voice Biometrics

Nuance Communications and Royal Bank of Scotland Share a Case Study
Brett Beranek of Nuance Communications and Jason Costain of Royal Bank of Scotland

Jason Costain of the Royal Bank of Scotland and Brett Beranek of Nuance Communications share a real world example of mitigating fraud with voice biometrics in a call center.

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In a video interview at Information Security Media Group's recent Fraud Summit in New York, Beranek and Costain discuss:

  • The use of voice biometrics to significantly reduce call center fraud;
  • The volume of fraud that was identified and prevented in this initiative;
  • Key takeaways from the case study.

Beranek is vice president and general manager of Nuance Communication's security line of business. He has over 15 years of experience in the customer experience and biometrics.

Costain is head of fraud strategy and relationship management at Royal Bank of Scotland, where he has worked for the past three years. He has spent the last 15 years specializing in fraud prevention, sanctions, and anti-money laundering.


About the Author

Nick Holland

Nick Holland

Director, Banking and Payments

Holland, an experienced security analyst, has spent the last decade focusing on the intersection of digital banking, payments and security technologies. He has spoken at a variety of conferences and events, including Mobile World Congress, Money2020, Next Bank and SXSW, and has been quoted by The Wall Street Journal, CNN Money, MSNBC, NPR, Forbes, Fortune, BusinessWeek, Time Magazine, The Economist and the Financial Times. He holds an MSc degree in information systems management from the University of Stirling, Scotland.




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