Authentication

All our articles covering call centre authentication techniques including voice biometrics so you can fast-track your learnings in this fast changing technology.

Voice biometrics technology is already in use in the Australian Tax Office and some of the main banks and when you consider it can save valuable time off every call, and improve the customer experience, there’s a good reason we are seeing an upward trend in implementation.

February 1, 2018
Voice biometrics is booming

Voice Biometrics is booming

Voice Biometrics technology is booming as companies look to quickly authenticate customers to reduce costs and improve the customer experience. The Australian Taxation Office has lead the charge in Australia using the technology on millions of calls per year.
February 8, 2017
Does ageing impact VOICE BIOMETRICS ACCURACY

Does ageing impact voice biometric accuracy?

One of the concerns about voice biometrics is how it handles your voice as it ages. So we started testing voice biometrics accuracy on movie stars using voice recordings from over 30 years ago and comparing them to today to determine if the voice biometrics engine could still work.
August 2, 2016
AUSSIE BANK INTRODUCES VOICE BIOMETRICS

Aussie Bank introduces Voice Biometrics

An Australian bank has introduced Voice Biometrics into their contact centre saving over 45 seconds per call and reducing customer frustration.
February 22, 2016
HSBC INTRODUCES VOICE BIOMETRICS

HSBC introduces Voice Biometrics

Its not just Australia and New Zealand that are reaping the benefits of Voice Biometrics, HSBC in the UK just announced they are also following suite introducing voice biometrics technology to the 15 million customers in the UK.
February 2, 2016
A new technology emerges to CHALLENGE VOICE BIOMETRICS

Has a new technology emerged to challenge Voice Biometrics?

St.George Bank has just introduced a new technology that may challenge Voice Biometrics technology with their new service "Connect". Voice Biometrics is already delivering benefits and this new service from St. George claims to save 25% talk time from mobile customers.
January 27, 2016
ATO implements Nuance voice biometrics

ATO implements Nuance voice biometrics

The ATO implements Nuance voice biometrics becoming the first organisation to implement a multi-channel voice biometrics solution in Australia enabling customers to use voice biometrics across the online suite of products (instead of just over the phone).
January 25, 2016
Voice Biometrics popularity is on the rise

Voice Biometrics popularity is on the rise

Voice Biometrics popularity is on the rise delivering an improved customer experience and deliver efficiencies in contact centres. The technology is saving valuable seconds off every call and saving the customer the pain of having to identify themselves on every call. Its truly a win-win!
July 31, 2015
ATO TO USE VOICE BIOMETRICS FOR AUTHENTICATION

The ATO to use voice biometrics to authenticate customers

The Australian Taxation Office has completed its two-phase deployment of Nuance's voice biometrics to authenticate customers in its call centre.
June 23, 2015
AUSTRALIAN TAX OFFICE TAKES A PUNT ON VOICE BIOMETRICS

Australia Tax Office takes a punt on Voice Biometrics

The Australian Taxation Office is hoping its punt on voice biometrics pays off as it implements the Nuance technology in its call centres as government departments across the globe quickly pick up on the voice biometrics trend saving millions of dollars for taxpayers and improving the customer experience.
September 17, 2014

The ATO introduces voiceprint to slash wait times

Shorter wait times and better security await Australian taxpayers as the ATO introduces voiceprint to over 6 million calls - using a persons voice print to identify them.