Adeptra and Santander scoop ‘Best Security Initiative’ at 2011 Banking Technology Awards
– Leading European bank adopts core elements of Adeptra’s Fraud Ecosystem technology and best practices –
Reading, UK – 2 December 2011 – Adeptra, the market leader in auto-resolution, has been awarded a Banking Technology award for its recent security initiative at Santander. The industry award celebrates excellence in the deployment of technology in the banking and financial services arena and acknowledges individuals who have made an outstanding contribution to the industry.
The joint submission from Adeptra and Santander fought off tough competition from industry competitors. The winning entry highlighted the company’s use of Adeptra’s Auto-resolution™ anti-fraud solution, which initiates a call to the consumer in real-time. The success follows just a few months after Adeptra’s success in the Credit Today Awards, also with Santander.
Karen Tyler, head of fraud at Santander, said: “This highly respected award for such a strategic project is a great accomplishment for Santander. The successful implementation of Adeptra Auto-resolution has helped us to revolutionise our approach to fraud detection, while helping to deliver an unrivalled service to our customers.”
The Santander solution is a cloud-based enterprise-wide fraud and automated engagement solution, encompassing all transactions and activities that occur across consumer portfolios. It allows the bank to view consumers as individuals by looking at all the activities relating to that person, and not just at the transactional risk level. Individual consumers are engaged personally with communications designed to add value to the relationship as well as to decrease risk and strengthen collections – such as timely account update confirmations. These personalised notifications, status updates and follow-up messages all contribute to a more satisfying experience for Santander consumers.
As a direct result of the implementation of Adeptra Auto-resolution technology, Santander now typically makes contact with consumers within 30 seconds of any point of sale transaction, delivering significant improvements in the speed of fraud detection. These enhancements to fraud notification and resolution processes have resulted in greater protection of consumer funds as well as improved consumer satisfaction levels.
The Santander solution also harnesses Adeptra’s sophisticated Decision Engine technology. Adeptra Decision Engine automatically pre-screens accounts eliminating the manual aspect of the process. It analyses disparate consumer-related data sets before consumer communication occurs to determine whether a communication is required, and in which case what type of communication it is and how it should be handled.
Bill Brown, director of Worldwide Product Strategy for Adeptra commented: “This award validates the Adeptra Auto-resolution proposition, including our Fraud Ecosystem best practices and technologies covering detection, investigation, recovery and analysis. It’s also recognises the combined efforts of Santander and Adeptra to increase customer service and security. We are continuing to work together to deliver accurate and real-time conversations that reduce the bank’s exposure to fraud losses while providing even greater improvements to the consumer experience.”
The Banking Technology Awards (http://awards.bankingtech.com) ceremony took place on 10 November at the Grand Connaught Rooms in London, and included some of the biggest brands in the banking and financial services industry.
More details of Adeptra’s Fraud Ecosystem approach and best practices can be found at: http://adeptra.com/what-we-offer/fraud-processing/.
Adeptra is the global market leader in Auto-resolution™: technology that automates key call centre interactions through an intelligent decision engine to reduce their cost and dramatically increase performance. Applications are fully integrated, industry-specific solutions for business processes such as fraud detection, payment reminders and opt-in marketing.
Adeptra is able to make thousands of customer engagements simultaneously and achieves higher levels of portfolio penetration to produce significantly better results than human agents alone. The resolutions it secures are delivered into clients’ computer systems for reporting and analysis.
Among its many customers, Adeptra is used by the majority of leading retail banks across EMEA, North America and APAC. It occupies a premium position in the market by continually reinvesting in its technology, operations and service structure. The company’s commitment to the highest standards of data security compliance was recently re-confirmed, as Adeptra became the first Interactive Voice Messaging organisation to meet both Payment Card Industry Security Standard (PCI DSS) v1.2 and ISO27001 standards on a global basis. For more information, visit www.adeptra.com.
Brooke Wenrick or Hazel Butters for Adeptra Inc.
Tel: 020 8996 1653 | 07780 68783