The Challenge

Patelco’s authentication process allowed for members to receive an OTP security token via email or SMS-based text message to a member’s on-file phone number. Many Patelco members were unable to complete the authentication process because they were not receiving their OTP security tokens.

TeleSign Delivered

Increase In The Number Of Successful Logins And Completed High-Value Transactions

Ensured Ability To Reach All Members And At Lower Costs With Voice Authentication Method

Improved Member Usability And Experience, Resulting In Increased Growth In Online Banking

The Solution

Patelco chose to enhance their MFA security system to include the option of sending OTPs over voice call using TeleSign Voice Verify, since every phone number is capable of receiving a phone call. Voice Verify has helped Patelco maintain FFIEC compliance and securely protect account access for its members.

A hassle-free service experience is one of our top goals at Patelco. By adding Voice Verify we are now able to deliver OTP security tokens to all members regardless of phone type or data connectivity issues, which has increased member satisfaction and online banking adoption.

Nilendu Saha, Director,

Software Engineering And Enterprise Architect, Patelco

Talk To An Expert

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