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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.

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.

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