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Although it often appears on lists like 'the Top (choose a number) most important areas' of contact centre plans, it has been a challenge traditionally for executives to build a viable business case for new contact centre technologies, and voice biometrics is not immune to that. Following on from the initial 5 reasons, below are the remainder of the top-10 reasons.

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

With much of the world’s population subject to restrictions on their movements, home working and social distancing have become the new normal. This raises some interesting issues around remote identity verification. In this post we explore how voice biometrics can be applied to many scenarios; offering the advantage of a safer, sanitary, contactless alternative to fingerprint scanners and similar biometric technology devices.

Developing a business case for the deployment of new contact centre technologies can be challenging. At the top of many executives’ wish lists are things like omnichannel, AI/machine learning, webchat, self-service, workforce management and interaction analytics. Voice biometrics often also shows up on lists like ‘the Top (choose a number) most important areas’ of contact centre spending plans.

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.

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The Aculab blog

News, views and industry insights from Aculab

  • Reminder: The world is reopening

    Appointment reminders are critical to many industries around the world, now more than ever. From the crucial services to the downright fun, in the new world emerging from lockdown, we all need a little certainty in our lives.

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  • What’s ISO 27001 and why should your company implement it?

    As the risks associated with cyberattacks and data breaches continue to increase, information security has become a critical issue for every organisation. An effective approach should help defend against both external attacks and common internal threats such as accidental breaches and human error.

    ISO 27001 is the international standard that provides the specification for an information security management system (ISMS). This is a systematic approach consisting of people, processes and technology that helps you protect and manage all your organisations information through risk management.

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  • A Voice Biometrics system that works with non-verbal speakers

    What are the difficulties when accessing services over the telephone or online?

    As a non-verbal communicator, I’ve had a whole host of poor experiences with companies where I can’t service an account through my channel of choice since my Cerebral Palsy limits my ability to speak, as well as my manual dexterity.

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  • How Aculab is helping me Kickstart my career

    Starting a new job can be one of the most stressful situations we encounter as adults.

    When you throw starting your very first job after leaving education into the mix, whilst in the middle of a pandemic, it is a hard call over whether the interview process or the first day was the most nerve-wracking.

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  • Why a Local Cloud is the right choice for secure cloud communications

    Maybe it’s time to rethink your view of what Cloud architecture means. Cloud use is cost effective, provides huge operational benefits, AND is able to be utilised in a secure way.

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