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As you may have seen via the BBC recently, lax security within a contact centre environment can lead not only to customer accounts being compromised, but also to significant fines from regulatory organisations.

Research has shown that the majority of customers prefer voice authentication to the onerous call and response process that’s in place for many contact centres. If it’s proven to deliver a more seamless customer experience, and save agents’ time, why isn’t everyone using it? One reason might be the perception (false) that it’s too expensive.

For many organisations, the contact centre is the nexus of customer engagement. Although the concept of “customer experience” is much broader, encompassing everything from promotion to post-purchase support, the battle for customers’ hearts and minds is often won or lost in the contact centre.

The applications for biometric identity verification are many and varied. Some, like contact centre operations, are obvious. Others, not so much. Take time and attendance tracking for example. Voice biometrics is now playing a vital role in the latest generation of workforce management systems. As vendors seek to differentiate their propositions with state-of-the-art applications, voice biometrics is helping savvy developers elevate their products above the competition.

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The Aculab blog

News, views and industry insights from Aculab

  • An underused tool in the fight against the second wave of Coronavirus

    In this article, we'll go into a bit more depth as to why exactly Broadcast Messaging is such a powerful tool. We have compiled a list of six unique characteristics to highlight exactly how it can be used productively, to shore up the lines of communication in the ongoing situation with Coronavirus.

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  • The seven realms of Broadcast Messaging

    Broadcast messaging that uses a cloud-based service is a natural choice. Using a cloud as-a-service approach gives a variety of message delivery options, and cuts down costs by automatically scaling to meet demand. Find out what makes Aculab Cloud such a natural choice for voice and SMS broadcast messaging, and how other customers are already reaping the benefits from using Aculab's CPaaS platform.

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  • The technology working behind the scenes to support emergency services networks

    Now more than ever, telecoms infrastructures play a vital role in supporting the health of our communities. Behind the scenes, networking technologies are working to keep the lines of communications open between emergency services and those in need.

    A recent example from the Lombardy region of Italy highlights a typical scenario:

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  • What’s wrong with Knowledge-Based Authentication (KBA)?

    For many years, online and telephone-based authentication has relied on knowledge-based systems using passwords, PINs, and question-and-answer dialogues to confirm a customer’s identity. With the explosion in the number of contact centres, this approach is close to breaking point. Nobody in the modern world can be expected to remember all of the passwords they need to securely access all their services.

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  • It’s voice biometrics, not rocket science

    The concept of biometric speaker identification or verification may, at one stage, have seemed like a technical nightmare. The reality is somewhat different. All the sophisticated algorithms and voice processing have already been developed; deploying the application is actually the simple part.

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