What is contact centre voice authentication?
Voice authentication is a highly secure method of identifying individuals based on unique vocal characteristics, such as dialect, pitch, and speed. These characteristics collectively form a voiceprint, similar to a fingerprint, making voice authentication resilient to spoofing and hacking unlike traditional number based passwords. Voice authentication is mainly used in industries where extra security and compliance authentication is required such as a bank.
To enrol in voice authentication, customers simply need to make a call to the organisation, allowing their voice sample to be recorded. The voice authentication software then uses these vocal characteristics to create a unique voiceprint for each customer.
Once a voiceprint is established, customers enjoy an enhanced experience when contacting customer service. For instance, the interactive voice response (IVR) system can swiftly recognise and authenticate their identity, granting access to self-service tasks like checking account balances.
If customers opt to speak with an agent, their authentication information seamlessly transfers, saving time and enhancing the overall customer experience by eliminating the need to repeat information.
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How Opus' contact centre consultants can assist you
Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.
Our specialist contact centre services include but are not limited to:
- Workforce Management
- Workforce Optimisation
- Artificial Intelligence
- Knowledge Management
- Speech Analytics
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