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News : Pivotal Data Improves Contact Centre CX with Voice Authentication

#contactcenterworld, @onevaultsa

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.

#contactcenterworld, @onevaultsa

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


About OneVault:
Company LogoOneVault is a focused Voice Biometric Authentication company.
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Today's Tip of the Day - Do Your Wall Boards Really Help?

Read today's tip or listen to it on podcast.

Published: Friday, July 13, 2018

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2020 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

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Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
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PH: 07 3831 6333
 
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