IT Brief Australia - Why voice-print authentication technology has come of age


Why voice-print authentication technology has come of age

Many companies are about to take the value of word of mouth to the next level. Now they are uncovering the of use of voice-print recognition technology. The new technology aims to strengthen customer relationships, reduce handling times, and improve overall customer experience.

Voice-print recognition technology is quickly emerging as a relatively straightforward way to gain a competitive edge. Now that businesses are competing to minimise customer churn and contact centres are tightening their customer authentication processes, any kind of edge over the competition helps.

Gerry Tucker, managing director, ANZ, NICE, says, “Strong and seamless authentication in the call centre prevents many downstream problems relating to customer servicing and experience, operational workload, and even fraud. Plus the time and energy call centres spend dealing with criminals attempting to socially-engineer agents is growing. In these scenarios, voice-print authentication provides significant savings.”

The latest technologies also transform the process of enrolling customers in voice-print authentication programs. By leveraging historical calls, organisations can add customers to new programs without requiring additional interactions with the customer. In fact, it’s now practical for companies to add hundreds of thousands of customers to their voice-print authentication program in just a few months’ time.

Tucker says, “The latest voice-print technologies have reached the point where they’re easy for customers to adopt and embrace. These technologies authenticate a customer’s voice no matter what phrase they say; so call centre agents can verify customer identity during the natural flow of a call. There’s no longer any need for customers to remember and recite a password phrase.”

In the past, organisations adopting voice-print authentication needed to stitch together technology from multiple vendors. However, a new-breed of integrated platforms allows organisations to adopt the technology quickly and cost-effectively, resulting in a rapid and substantial investment returns.

Gerry Tucker says, “Working closely with a single vendor such as NICE means clients can harness ongoing support and easily access future enhancements. With NICE’s Real-Time Authentication technology for example, organisations have access to bespoke solution design to ensure their roll-out matches what they need and integrates with existing call centre technology investments. It is very fast and efficient for companies to sign up, and it lets organisations reduce time and costs where needed. It all adds up to a technology that’s come of age, and a digital competitive advantage for organisations that’s easy to adopt.”

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