News : Pivotal Data Improves Contact Centre CX with Voice Authentication
Johannesburg, South Africa, July 11, 2018 -- Pivotal Data has seamlessly integrated OneVault's voice biometric authentication solution into its contact centre solution as a value-added feature.
According to Bruce Arnold, CEO at Pivotal Data, today's hyper-connected consumers demand efficient service, quicker transactions and a frictionless experience when engaging with a contact centre.
"Operators must therefore strike the right balance between the need to authenticate customers to ensure safety, security and regulatory compliance, without compromising on the customer experience (CX)," explains Arnold.
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"Ensuring optimised CX has therefore become a strategic imperative. In this regard, voice biometric authentication technology is a real game-changer for contact centres, as it enables customers to easily and quickly verify their identity without the hassle of remembering PINs or passwords, or having to answer questions."
This removes the complexity and frustration inherent in traditional authentication processes. "This minimises average handling times and can therefore significantly reduce operating costs. It also results in a streamlined and seamless CX that boosts customer satisfaction, without compromising on security," continues Arnold.
"Not only is a person's voice the most practical means of remote authentication, it is also as accurate as their fingerprints. By combining voice characteristics such as pitch, tone, pronunciation, emphasis, accents, and the rhythm of speech, the solution produces unique and language-independent voice patterns for every individual," explains Arnold.
These capabilities strengthen security to protect consumers against the rising risks of identity theft, fraud, account takeovers due to social engineering and credential hacking, while also safeguarding businesses against the threat of financial losses and reputational damage. Voice biometrics can also be used to complement established Internet security practices such as traditional security-based questions and pins to add another layer of protection.
"More importantly, this technology facilitates quicker engagements and more enjoyable experiences in the contact centre. These capabilities effectively change a contact centre agent's narrative from 'who are you?' to 'how can I help you?', which can often be the key differentiator between success and failure in today's highly competitive marketplace," he concludes.
Posted by Veronica Silva Cusi, news correspondent
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