Worldline and Nuance empower Customer Care solution in BNL’s contact centers and branches

Major Italian bank will deploy WL Contact, a customer interaction management platform, and Nuance secure intelligent engagement solutions to provide conversational omnichannel customer experience

Roma — 24 / 02 / 2022

Worldline, the European leader in the payments and transactional services industry, will deploy an omnichannel customer engagement solution in strong collaboration with Nuance Communications, Inc. to support BNL multi-year customer care transformation project. Part of BNP Paribas Group, BNL offers retail and commercial banking services throughout Italy, with a clear focus on offering exceptional experiences for every customer.

La Défense, Paris, France

Through WL Contact, a proven contact center solution that will enable the processing of all customer interactions, regardless of the channel used, combined with Nuance Conversational AI and security solutions, BNL will be able to deliver seamless, secure customer journeys and conversational experiences in every channel.

The project will include the implementation of voice, email, chat and social media channels and will equip 7,000 advisors located in contact centers but also in bank branches and back offices. The WL Contact solution gives advisors a unified view of customer interactions and intelligent support tools to deliver a first contact response.

“We want to provide simple, convenient experiences for our customers while keeping their accounts secure,” said Saverio Ferraro, CIO at BNL. “The new technology will help us fulfill our vision of delivering frictionless, conversational customer care.”


Innovative voice technologies to improve customer service

With Nuance technology already in place to drive business decisions, BNL is now working on the deployment of Nuance natural language IVR integrated with the Worldline omnichannel solution, allowing customers to state their issues in their own words and get faster resolutions to their queries. The bank will also deploy Nuance voice biometrics, which authenticates customers based on unique characteristics in their “voiceprint”, eliminating the effort of remembering PINs and passwords while increasing security and fighting fraud. And over the next few years, BNL will add further Nuance Conversational AI solutions as it continues its transformation of customer care.

"Nuance AI-powered customer engagement, security, and analytics solutions help brands offer superior omnichannel experiences," said Tony Lorentzen, SVP of Intelligent Engagement Solutions at Nuance. “We’re delighted that BNL has chosen Nuance and Worldline to help it deliver convenient, conversational, and secure customer journeys.”


A long-term Nuance-Worldline partnership

Over the past few years, Nuance and Worldline have worked together to help make conversational customer experiences a reality at BNL and other BNP Paribas affiliates across Europe.

“We’re excited to expand our successful partnership with Nuance and help BNL achieve its ambitious goals for customer care with these market-leading AI solutions,” said Virginie Besse, Head of Sales WL Contact at Worldline.

To learn more about the Nuance intelligent engagement and security solutions, click here.

To learn more about WL Contact, a cloud customer relationship solution provided by Worldline, click here


About Worldline

Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry and #4 player worldwide. With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks and third-party acquirers as well as public transport operators, government agencies and industrial companies in all sectors. Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain, fostering their business growth wherever they are. Services offered by Worldline in the areas of Merchant Services; Terminals, Solutions & Services; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly-secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment. In 2020 Worldline generated a proforma revenue of 4.8 billion euros.



Nuance Communications is a technology pioneer with market leadership in conversational AI and ambient intelligence. A full-service partner trusted by 77 percent of U.S. hospitals and 85 percent of the Fortune 100 companies worldwide, Nuance creates intuitive solutions that amplify people's ability to help others.

Trademark reference: Nuance and the Nuance logo are registered trademarks or trademarks of Nuance Communications, Inc. or its affiliates in the United States and/or other countries. All other trademarks referenced herein are the property of their respective owners.


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