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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.

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

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The Aculab blog

News, views and industry insights from Aculab

  • Voice Biometrics: Why Businesses and Users are driving its adoption

    In this blog post, we’ll look at the rapidly growing market of Voice Biometrics, and what drives its increasing rate of adoption, as more businesses and services are made aware of the need for multi-factor authentication.

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  • 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.

    Read more