Authenticating callers to a contact centre consumes a big percentage of every call.
Voice biometrics promises a faster and more secure way to confirm a caller’s identity and this week we have two interviews with new users of the technology.
Frank Lombardo from Aviva and National Australia Bank’s Sam Jackel both worked with Salmat VeCommerce to get voice biometrics up and running and join us to explain why they chose the technology and how it’s working for their organisation.
Dr. Catriona Wallace also returns to help us with news including:
- Relocating workers from Scotland to Manila
- What we should expect of emergency services contact centres
- How to respond to fake IVRs