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
With much of the world’s population subject to restrictions on their movements, home working and social distancing have become the new normal. This raises some interesting issues around remote identity verification. In this post we explore how voice biometrics can be applied to many scenarios; offering the advantage of a safer, sanitary, contactless alternative to fingerprint scanners and similar biometric technology devices.
Developing a business case for the deployment of new contact centre technologies can be challenging. At the top of many executives’ wish lists are things like omnichannel, AI/machine learning, webchat, self-service, workforce management and interaction analytics. Voice biometrics often also shows up on lists like ‘the Top (choose a number) most important areas’ of contact centre spending plans.
As you may have seen via the BBC recently, lax security within a contact centre environment can lead not only to customer accounts being compromised, but also to significant fines from regulatory organisations.
When it comes to any form of identity verification, accuracy is a core measure of success. So, in respect to the accuracy of voice biometrics, what are people saying?
As the technical world has evolved, so has the way we communicate. The gradual, global transition away from the Public Switched Telephone Network (PSTN) is the most noticeable change in recent years. This begs the question, is the PSTN in the US headed towards a slow end as we transition into the digital era?
In a time where borders blur and workplaces extend beyond the confines of traditional offices, the significance of remote authentication has taken centre stage. As we advance, so does the need for secure and efficient ways to verify and authenticate our identity remotely. Finding the balance between security and user convenience is key when seeking to implement successful remote authentication.
Communication Platforms as a Service have become a necessity in the current digital age; allowing businesses to obtain frictionless means of communicating effectively. However, as technology rapidly evolves, so must communications. Much of the platforms on offer today are homogenous, so choosing the best fit for your business can be difficult. In this blog, we have shared some key points and trends for to consider, so your business can amplify communications and increase operational efficiency!
With The Big Switch Off fast approaching, people naturally have questions and concerns ahead of the shutdown. The transition from conventional networks to digital technology is unavoidable in the fast-evolving world of telecommunications. In this blog, we address ten common questions people have about the Big PSTN Switch Off, shedding light on the topic and providing clarity.
Acquiring a Communications Platform as a Service has become a very common trend for a variety of businesses in recent years. Even with AI and all the technological advancements that have been achieved, the world has come to realise that exceptional customer service is at the core of running and maintaining a successful business. So, we have identified a few ways in which a CPaaS could benefit your business!