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Wearing a mask is now the primary way to limit the spread of coronavirus, and has been found to reduce the daily growth rate of reported infections in large scale populations by around 45%- but this raises a potential problem for voice biometric security.

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.

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.

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.

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News, views and industry insights from Aculab

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