81% of organisations consider CX as a competitor differentiator
To remain competitive, contact centre operations must meet the expectations of today’s hyper-connected consumers, who demand quicker transactions and a frictionless experience.
Without the appropriate solution in place, the need to authenticate customers to ensure safety, security and regulatory compliance can compromise customer experience (CX). Remote biometric voice authentication technology is a veritable game-changer for contact centres. Voice biometric authentication allows customers to easily and quickly verify their identity without the hassle of remembering PINs or passwords. This results in a streamlined and seamless CX that boosts customer satisfaction, without compromising on security.
By leveraging one of the most viable forms of remote authentication – a person’s voice – Pivotal Data enables contact centre operations to authenticate callers over any form of voice communication.
Enhance customer satisfaction
Remove the complexity and frustration inherent in traditional authentication processes to reduce call times and improve CX.
Enhance security and decrease fraud
Strengthen security to reduce company and consumer risks and safeguard against the threat of financial losses and reputational damage.
Improve operational efficiencies
Embedded voice authentication reduces call time spent on authentication which reduces costs
Ensure regulatory compliance
Compliant with relevant regulatory standards to support organisational governance and compliance requirements.
Why voice biometrics?
The business benefits are significant across active or passive authentication solutions:
Agent-assisted passive authentication applies voice biometric verification in the background as the caller speaks naturally to the contact centre agent. The solution identifies and verifies the caller against their enrolled voice biometrics. Knowledge-based authentication can be bypassed, which offers an ideal solution for use in customer and contact centre environments where superior CX is imperative.
Active authentication automatically verifies callers using the text-dependent phrase, for example, “my voice is my password”. It is a form of automated authentication that is ideally suited to 24/7 self-service contact centre operations. These capabilities also improve contact centre efficiency by off-loading calls from contact centre staff, by authenticating callers in interactive voice response (IVR) queues.