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. When weighing up the pros and cons of any new technology implementation, the discussion will inevitably come around to price at some stage. I’m going to be a little controversial here and say it shouldn’t. Price, in isolation, is not a valid comparison metric. Value, on the other hand, is. Take biometric speaker identification or verification for instance. The market has, to date, been dominated by one large vendor. When there was little or no competition, there was little or no incentive to price competitively. This may have led to a “take it or leave it” paradigm that reinforced the impression that it was too expensive to implement or maintain. As the market has evolved, a number of challenger brands, including Aculab, have established a position that is encouraging more organisations to explore their options. As potential customers become more aware of the alternatives, they are beginning to form preferences based on value propositions, not just price points. When assessing the value of voice biometrics, it’s important to consider all the broader benefits of the technology:
Increased data security
Enhanced fraud protection
Streamlined customer experience
Shorter call duration
Improved agent morale
Positive brand differentiation
Having access to quality, and trust-worthy digital communication platforms is essential in the contemporary business world. That’s why here at Aculab, we have employed the use of React Native – integrated into the WebRTC browser interface, we provide bespoke, human-centered, voice and video communication options
Biometric technology works by using unique biological characteristics to identify individuals. Through its use of sensors and algorithms, it can capture and analyse biometric data and compare it with stored data to confirm an individual’s identity.
The Big Switch Off refers to the growing phase-out of BT’s Public Switched Telephone Network (PSTN) and Integrated Services Digital Network (ISDN). Businesses and homeowners will no longer be able to acquire PSTN and ISDN connections after September 2023, followed by the old technology being completely phased out and switched off by December 2025.
When we think of business voice call technology, we often imagine traditional phone calls, placed by a person with hundreds of calls on their list. Advancements in voice technology, particularly driven by the cloud, have changed the way we approach such situations.
Gateways have an important role to play in assisting in the migration from TDM solutions to IP based networks, by connecting them together with ease. Here are five reasons why you should consider using gateways as part of your migration plan.