The value of accurate voice identification

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
Offsetting all these benefits against the cost of the solution represents a true reflection of the value of the technology. Still not convinced? OK, if we absolutely have to talk about price, how about this. VoiSentry, the biometric speaker verification and identification solution from Aculab, is available for less than £1 per seat per day. Now, do we have your attention? If you’d like to find out more about the real value of voice biometrics, give us a call on +44 (0)1908 27 38 00 or email one of our consultants on This email address is being protected from spambots. You need JavaScript enabled to view it.

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News, views and industry insights from Aculab

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