News : Consumer Sentiment Strongly Supports Voice Biometrics for APAC Contact Centers
Singapore, March 7, 2017 -- NICE announced the results of its Asia Pacific Voice Biometrics Consumer Survey. The survey revealed that consumers are overwhelmingly in favor of companies using voice recognition to authenticate their identity when interacting with a contact center. This saves times for both customers and contact center agents and eliminates frustration caused by forgotten passwords or wrong answers to traditional security questions.
NICE’s survey of 900 consumers in Australia, Hong Kong, India, Indonesia, Philippines and Singapore discovered the following:
- 46 percent of respondents rated their current experience of authenticating themselves when engaging with a contact center as somewhere between neutral and terrible. Just nine per cent said it was ‘great’.
- 55 percent of people said having to answer security questions (which are usually personal) to a stranger via telephone when they’re in a public place is their biggest frustration when trying to authenticate themselves.
Consumer readiness to accept voice biometrics for contact center authentication is high: 88 percent were open to voice biometrics. Of the people who had never heard of voice biometrics, 81 per cent were open to it once they understood what voice biometrics means.
Raghav Sahgal, president of NICE APAC, said:
"Once the respondents learned about the benefits of biometrics, their likelihood of performing transactions via the contact center tripled. This demonstrates high levels of readiness and a huge revenue opportunity for businesses that can incorporate voice biometrics into their authentication processes.
"Voice biometrics lets enterprises interact with their customers in a friendly and personalized manner by authenticating the customer on the background of a natural conversation, allowing service agents to immediately start helping the customer. This greatly improves customer satisfaction and reduces fraud. Organizations that implement voice biometrics technology can dramatically improve customer service and reduce handle times, leading to increased sales and customer loyalty."
Posted by Veronica Silva Cusi, news correspondent
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About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Published: Thursday, March 9, 2017
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