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