Why voice-print recognition technology has come of age

Female call center service operator at work. Portrait of smiling pretty female helpdesk employee with headset at workplace. Effective and efficient business information help and support concept

The latest voice-print recognition technologies have reached the point where they’re easy for customers to adopt and embrace.

Many companies are uncovering the value of using voice recognition to strengthen customer relationships, reduce handling times, and improve overall customer experience, which ultimately leads to brand loyalty.

With businesses competing vigorously to minimise customer churn, and contact centres tightening their customer authentication processes, voice-print recognition is quickly emerging as relatively straightforward way to gain a competitive edge.

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 voice recognition 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.

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.

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

Working closely with a single vendor such as NICE means clients can harness ongoing support and easily access future enhancements. Our 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.

Gerry Tucker, Managing Director, ANZ, NICE