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For many organisations, the contact centre is the nexus of customer engagement. Although the concept of “customer experience” is much broader, encompassing everything from promotion to post-purchase support, the battle for customers’ hearts and minds is often won or lost in the contact centre.

The applications for biometric identity verification are many and varied. Some, like contact centre operations, are obvious. Others, not so much. Take time and attendance tracking for example. Voice biometrics is now playing a vital role in the latest generation of workforce management systems. As vendors seek to differentiate their propositions with state-of-the-art applications, voice biometrics is helping savvy developers elevate their products above the competition.

I’ve got a great product, but do I need to manufacture hype in order to sell it? There’s nothing wrong with using a little ‘artistic license’ to get an otherwise complex concept across, but you should draw the line at misleading. Using big numbers to beguile the audience is as bad as using big words to disguise the true meaning of something.

In a digital age, the way we communicate, and authenticate, has implications for a wide range of business and consumer applications. The remote nature of most of our day-to-day communications means we are frequently required to prove who we are in order to gain access to systems and data alike.

Over the past ten years we have seen identity theft and fraudulent account access become the primary motivators behind data theft and cyber-crime. If you haven’t been the direct victim of a fraudster yet, the chances are you know someone that has.

Archive

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.

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