Australian multinational banking and financial services provider Westpac partnered with Optus to introduce a new in-app calling to fight bank impersonation scams and improve customer experience.
Calls running inside the app would make it easier for customers to distinguish whether an inbound call is genuine or a scam, Westpac reasoned.
Named Westpac SafeCall, it will allow customers to receive calls via the app that are Westpac branded, verified by Optus, and show a “reason for the call.”
Westpac collaborated with Optus to implement it and is using technology from Ericsson-owned Vonage.
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“Using this technology, when a customer receives a call from Westpac, their phone will display Westpac as the caller, along with a verification by Optus and a reason for the call,” Westpac CEO Peter King said in a statement.
“We’re continuing to invest in scam prevention and detection measures and are currently detecting 69% of all scam cases. Westpac SafeCall will help us reduce bank impersonation scams and make Australia an even harder target for scammers.”
SafeCall will be gradually rolled out to Westpac customers in the coming months,
“Westpac SafeCall is part of our ongoing investment in digital banking and our commitment to provide the best customer experience,” King concludes.