Route One Connect partner with Aculab

PRESS RELEASE: 30 June 2020, UK – Route One Connect, a specialist in delivering exceptional customer experiences for contact centres using Amazon Connect and the wider AWS ecosystem, is pleased to announce its partnership with Aculab, a global provider of API-driven advanced speech and signal processing technologies for telecoms-related, automated interactive systems.

The partnership will see Route One Connect offer Aculab’s VoiSentry voice biometric solution to its clients in order to streamline the identification and verification (ID&V) process for callers. The ID&V process is a necessary part of all calls made into contact centres; traditional ID&V processes would use Knowledge-Based Authentication (KBA) to positively identify callers, which can be time consuming and cause friction in the customer’s journey.

By adding Voisentry and focusing on a customer’s unique voice print, Route One Connect can increase security for contact centres enabling them to reduce costs and improve the customer experience.

Aculab’s APIs allow Route One Connect to seamlessly integrate VoiSentry into customer call journeys, to complement their powerful conversational AI interface. Automating the ID&V process in this way can provide a smoother and more consistent ID&V experience for the caller, while also increasing security and reducing the time agents spend carrying out manual ID&V.

“We wanted a voice biometrics solution which offered the best possible security, but which is also robust enough to deal with real-life use,” said Alex Baker, Solution Architect at Route One Connect. “Our clients’ callers will need to verify their identity from a variety of locations, all with different levels of ambient noise. Compared with other voice biometric systems we evaluated, it was apparent that VoiSentry offered a high enrolment success rate and a high level of accuracy when verifying from different environments.”

“We are also very excited that voice biometrics is no longer reserved for only the largest businesses with the deepest pockets – partnering with Aculab allows us to make it a viable and compelling proposition for both fast growing SMEs, and larger more established businesses alike.”

Dr Ladan Baghai-Ravary, Aculab’s Director of Speech Technology and Research added “I’m delighted to welcome Route One Connect on board, and am looking forward to building on our partnership to create many new opportunities, while providing Route One Connect with another key differentiator in this dynamic and highly competitive market sector.”

About Aculab:

Aculab is a global provider of API-driven advanced speech and signal processing technologies, offering deployment proven options for many automated and communications related interaction applications. Its wide range of APIs serve the evolving needs of systems integrators, whether for on-premise, data center hosted, or cloud-based solution delivery.

Aculab offers development APIs for voice, advanced speech, fax, data, and SMS, on hardware, software and cloud-based platforms, giving users the choice between capital investment and cost-effective, ‘pay as you go’ alternatives. 

Many years of experience in helping to drive its customers’ success has led to over 1000 customers, in more than 80 countries worldwide, including developers, integrators and service providers, adopting Aculab’s technology for a wide variety of business-critical services and solutions.

Aculab has an office in the USA and its head office is located in Milton Keynes, UK. 

Written on 30 June 2020.