Voice is a unique physical characteristic of a human being and is one of the ways to verify their identity. Biometric authentication refers to the process of comparing user’s voice to the previously saved voice print. The system creates and saves voice prints for further comparison and verification, analyzes and consequently recognizes a person via an existing voice print.
The system will create a customer voice print in 20 seconds (one-time action) and during the following calls, it will verify the customer in 3-5 seconds. Voice Biometry eliminates fraud and shortens user authentication time, thus increasing the quality of service.
Speech Analytics
Speech Analytics provides critical insight into customer calls and helps you to:
- Reduce average handle time (AHT) and improve resolution time;
- Enhance contact center performance with insights to reduce agent handle time and repeat calls;
- Discover customer insights regarding satisfaction, business issues, competitive intelligence and marketing campaigns;
- Reduce churn by discovering root cause and predicting at-risk customers via your contact center recordings;
- Improve your quality monitoring by reviewing large samples and specific call types;
- Gain the context needed to deliver an exceptional customer experience.
Partners:
Verint, Omilia, Teleopti, Phonexia, Genesys.