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Created: 20 April 2020

We’re listening – what would you like to do today?

A generation of people have grown up trying to avoid ringing a contact centre – not because they didn’t like talking to the cheery people who work in such places, but because they first had to get past the IVR system put in place to direct the call. Press 1 for support, 2 for sales, 3 if you know the extension of the person you wish to speak to.…and so on, and so on. We quickly realised that many of these systems would let you bypass the IVR menu and get to a real person if we pressed ‘0’.

Created: 14 April 2020

Although it often appears on lists like 'the Top (choose a number) most important areas' of contact centre plans, it has been a challenge traditionally for executives to build a viable business case for new contact centre technologies, and voice biometrics is not immune to that. Following on from the initial 5 reasons, below are the remainder of the top-10 reasons.

Created: 09 April 2020

Research has shown that the majority of customers prefer voice authentication to the onerous call and response process that’s in place for many contact centres. If it’s proven to deliver a more seamless customer experience, and save agents’ time, why isn’t everyone using it? One reason might be the perception (false) that it’s too

Created: 09 April 2020

With much of the world’s population subject to restrictions on their movements, home working and social distancing have become the new normal. This raises some interesting issues around remote identity verification. In this post we explore how voice biometrics can be applied to many scenarios; offering the advantage of a safer, sanitary, contactless alternative to fingerprint scanners and similar biometric technology devices.

Created: 09 April 2020

Developing a business case for the deployment of new contact centre technologies can be challenging. At the top of many executives’ wish lists are things like omnichannel, AI/machine learning, webchat, self-service, workforce management and interaction analytics. Voice biometrics often also shows up on lists like ‘the Top (choose a number) most important areas’ of contact centre spending plans.

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The Aculab blog

News, views and industry insights from Aculab

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Communication Platforms as a Service have become a necessity in the current digital age; allowing businesses to obtain frictionless means of communicating effectively. However, as technology rapidly evolves, so must communications. Much of the platforms on offer today are homogenous, so choosing the best fit for your business can be difficult. In this blog, we have shared some key points and trends for to consider, so your business can amplify communications and increase operational efficiency!

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