1 / 2

Transformation of Contact Center Engagement Through Voice Biometrics

Companies today continue to rely on voice interactions to engage with customers even with the astonishing popularity of omni-channel media. Close to 40% of customers worldwide opt for voice while talking to contact center agents. Such contact centers have large volume of voice data, most of which are not analyzed as well as it should be. However, there are a few drawbacks to voice both in terms of business inefficiency and customer annoyance, especially when customers need to identify themselves to gain access to personal data.

jamessebstain
Download Presentation

Transformation of Contact Center Engagement Through Voice Biometrics

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Transformation of Contact Center Engagement Through Voice Biometrics Companies today continue to rely on voice interactions to engage with customers even with the astonishing popularity of omni-channel media. Close to 40% of customers worldwide opt for voice while talking to contact center agents. Such contact centers have large volume of voice data, most of which are not analyzed as well as it should be. However, there are a few drawbacks to voice both in terms of business inefficiency and customer annoyance, especially when customers need to identify themselves to gain access to personal data. Through voice biometric technology, such pain points can not only be easily resolved but it will also lead to reduction in call abandonments, general enhancement in customer experience, and fall in call duration. What Exactly Is Voice Biometrics? Voice Biometrics is a straightforward, expedient, and reliable technique of verifying the identity of a speaker with just a few words. This can be conceived as each person has unique behavioral and physical traits that control voice vibrations. Like thumbprints, these are distinct to every individual. Voice biometrics solutions are faster, simpler, and more secure than other validation methods. How Voice Biometrics are Transforming Contact Center Engagement Voice biometrics are transforming contact centers in the following ways: 1.Keeping the entire experience personal: Although voice biometrics still require agents to chat with customers, it taps into the mindset behind the speech. Through a recognizable phrase, with some meaning to the customer, the time taken during verification can be saved and the entire process would appear more intimate. Voice biometrics is turning out to be highly acceptable among contact center agents. It is the only biometric technique that can be used to verify people’s voice remotely over the phone, without any special gear. 2. the time it takes to reach a stage when they can address their concern. Through voice biometrics it is possible to cut verification time by as much as two thirds in comparison to conventional verification techniques. The time saved in this manner also equates to saving money ($0.51 per call). Close to 70% of all outbound and inbound calls require some kind of authentication, the cost saving that adds up is also quite significant. 3. Changing expectations: Customer behavior drives contact center advancement, from multi-channel to omni-channel connection, two-factor verification to the advent of biometric authentication. As per industry analysts, close to 90% of customers prefer biometrics over traditional two-factor authentication. For instance, thumbprint, facial or voice recognition has surpassed PIN as the favored alternative to access mobile phones. Time: The most common grievance that customers have while they engage with a contact center agent is

  2. 4. understanding of the significance of data security. In fact, it has turned into a distinguishing factor for consumers who consider data security while opting for a service provider. Contact centers that depend on manual verification have been the target of fraudsters who use social engineering to get access to customer accounts. Offering a Bird’s-Eye View with Immediate Access Through voice biometrics and speech recognition, it is also possible to establish quality control and evaluate the usefulness of contact center agents. Voice biometrics also helps in recognizing the optimal amount of agent attentiveness, responsiveness, and effectiveness. The management can examine large volumes of real-time voice data and gauge if adequate quality levels are being maintained or not and put in place appropriate solutions. Heightened security: Frequent data infringements in the last couple of decades have enhanced the Agent effectiveness is also essential as disgruntled agents will not be able to serve angry customers, which could significantly lead to a rise in the number of abandoned calls, loss in revenues, and reduced satisfaction. Voice biometrics is a key empowering technology of the future of contact center experiences. By offering security that does not produce any barriers for support agents and customers, it allows a much stronger human-to-human contact where secure verification is needed. In doing so, voice biometrics helps bolster and strengthen the relationship between companies and consumers. Forward-thinking companies have a fantastic opportunity to reap the advantages around the analysis of legacy and real-time voice call data, which could eventually drive productivity, enhance responsiveness, and augment customer experience and satisfaction.

More Related