Belfius: secure access to the locks of safes integrated into cash dispensers (ATM terminals)

Project:

2nd bank-insurer in Belgium and 1st financial partner in the public sector, Belfius operates a network of 530 bank branches, each with an average of 5 safes (3 ATM terminals and 2 others). Each of them must be opened and closed at least once a day, which represents a minimum of 2.500 daily operations to be managed securely.

Belfius

Challenges

Centralized management of a minimum of 5.000 operations to open and close safe locks per day by a large number of users (branch staff and cash couriers) 
Reinforcement of security through the use of unique opening codes (OTC = One Time Codes) delivered daily to users to be collected by telephone.  
Multilingual management of agent conversations in French and Dutch.

Solution implemented:

  • Voicebot managing the secure user transactions required by telephone to open and close the locks of the safes by identifying itself by user code coupled with a one-time access code issued daily 
  • Verification of compliance with the scheduling and timing of these procedures 
  • Integration plugins with the KABA server for centralized lock management 
  • Integration with the Genesys telephone platform in use at Belfius Bank

Results and benefits:

Reinforcement of security: no more attacks in branches since the deployment of the solution in 2013.
Substantial reduction in operating costs, thanks to the centralized administration of the pool of locks by the customer's teams, no longer requiring configuration intervention in agencies