Informizely customer feedback surveys
By using the Aculab site, you agree with our use of cookies.

Leading UK contact-centre-as-a-service provider adds voice biometric capabilities through partnership with Aculab

 Addition of Aculab’s VoiSentry system improves authentication process

PRESS RELEASE: 31 March 2020 – Milton Keynes, UK –  Aculab, a global provider of API-driven advanced speech and signal processing technologies for telecoms-related, automated interactive systems, is pleased to announce its partnership with a leading UK contact-centre-as-a-service (CCaaS) provider.

The collaboration will see the CCaaS provider integrate Aculab’s VoiSentry voice biometric system into its cloud-based, omni-channel contact centre solution. The benefits will be heightened security and an improved customer experience, with less user frustration, during the identity and verification (ID&V) process.

Aculab’s partner will incorporate the functionality of VoiSentry into its CCaaS platform via the system’s APIs, leading to it being able to offer enhanced, self-service identification options to its contact centre customers. Aculab’s VoiSentry enables the verification of a customer’s identity through their unique voiceprint. Customers will see a significant reduction in the time taken for the ID&V process and the involvement of agents and inbound call takers will be reduced accordingly. The ID&V process will be fully automated – effectively self-service for the caller – within the inbound interactive voice response (IVR) call flow.

“The ID&V process is a ‘necessary evil’ on most calls into contact centres, whether for sales or service purposes. Everyone understands that it’s necessary, but no-one likes it, because for sure it’s a cause of frustration,” said a senior representative of Aculab’s partner. “Now that we’re using Aculab’s VoiSentry, the process will be more secure and convenient, and our customers will benefit from the additional security and reduced call handling times.”

Traditional ID&V processes use knowledge-based authentication – asking for answers to a series of so-called secret questions – to positively identify callers. Now, by comparing a customer’s unique voiceprint to their spoken passphrase when they call, Aculab’s VoiSentry will provide the highest level of security and convenience to users of the partner’s CCaaS platform. It will enable those users to reduce costs by automating the ID&V experience for their end customers. CCaaS users won’t have to worry about upgrading their solutions as the functionality can be added on demand to their billing account, immediately enabling them to provide their end users with a faster and more natural authentication process.

“When we created our voice biometric system, we set out to make this advanced technology – usually the reserve of large-scale, big-budget contact centres – available to the mid-market contact centre space. VoiSentry does just that, for less than £1 per seat per day,” said Alan Pound, Founder and CTO at Aculab. “Our partner is a long-standing customer of ours, having been with us throughout the evolution of our API-driven platforms from hardware and software to cloud-based. I certainly expect them to deliver a best-in-class CCaaS offering to their customers.”


About partner:

Aculab’s partner operates one of Europe’s largest communications integration platforms. Offering cloud-based, omni-channel contact centre solutions and bespoke integration systems, our client uses cutting-edge technology to transform communications and make mass personalisation a reality.

Innovations include the development of artificial intelligence and modelling to create seamless, end-to-end customer journeys that inspire consumer loyalty and power the success of its business customers worldwide. Customers include utilities, healthcare, financial services, leisure, property and publishing companies.

Headquartered in the UK, Aculab’s partner operates throughout Europe and in the Far East.


About Aculab:

Aculab is an innovative company that offers deployment proven technology for any telecoms related application. Its advanced speech and enabling technologies serve the evolving needs of automated and interactive systems, whether on-premise, data centre hosted, or cloud-based.

Over 1000 customers in more than 80 countries worldwide, including developers, integrators, solutions providers, and telcos have adopted Aculab’s technology for a wide variety of business-critical services and solutions.

Aculab offers development APIs for voice, speech, data, fax and SMS, on hardware, software and cloud-based platforms, giving a choice between capital investment and cost-effective, ‘pay as you go’ alternatives.

Headquartered in Milton Keynes, UK, Aculab also has an office in Norwood, MA, USA.

Aculab media contact:

Shakila Aziz
Aculab
This email address is being protected from spambots. You need JavaScript enabled to view it.

The Aculab blog

News, views and industry insights from Aculab

  • Multi-lingual speech recognition now supported on Aculab Cloud

    We’re listening – what would you like to do today?

    A generation of people have grown up trying to avoid ringing a contact centre – not because they didn’t like talking to the cheery people who work in such places, but because they first had to get past the IVR system put in place to direct the call. Press 1 for support, 2 for sales, 3 if you know the extension of the person you wish to speak to.…and so on, and so on. We quickly realised that many of these systems would let you bypass the IVR menu and get to a real person if we pressed ‘0’.

    Read more

  • How to leverage voice biometrics to boost the value of your solutions

    The regulatory landscape and the cost of fraud are making organizations increasingly aware of the need for strong authentication, and what that means.

    Biometrics are being adopted by organizations across a broad range of verticals to secure the voice channel. In many cases, however, how to take full advantage of voice biometrics is not clear to either the organization implementing the technology for the first time, or the OEMs and system integrators who are delivering it.

    Read more

  • Jail time for biometrics

    The people who work in the Broadville Retention Centre, a temporary home for semi-retired hoodlums, love working there. The centre in south-west London, England, has views of flightpaths from Heathrow Airport; sights evocative of the freedom temporarily denied its residents. Workers at the centre on the other hand enjoy freedom of movement, not only in coming and going according to their shift patterns, but also within the building complex.

    Read more

  • Aculab Cloud and the EU GDPR

    The EU General Data Protection Regulation (GDPR) is important to Aculab and its customers in the EU region, and also for our non-EU customers who use Aculab Cloud for their customers who reside in the EU. This is a summary of what we have done to ensure the privacy and security of customer data on Aculab Cloud.

    Read more

  • Preparing to meet the EU GDPR rules with Aculab Cloud

    Firstly, lets establish what the GDPR is, and why it’s important to Aculab and its customers in the EU region, and also for our non-EU customers who use Aculab Cloud for their customers who reside in the EU.

    Read more