Customer contact solutions from Salmat to use voice biometrics

Salmat, a communications business company, is unveiling its new “Reach” platform for its contact center clients.

Reach uses technologies from Avaya that include voice biometrics and recognition systems from Australian start-up Auraya, and international supplier Nuance.

Salmat has signed up more than 650,000 users for its voice biometrics technology solution and the number is growing at a rate of more than 50,000 new users a month.

Salmat started its contact center business in 2005. Since then the company has invested more than US$30 million in the technology.

The company, through its contact centers, handles 100 million calls a year. The company generates US$823 million in revenue, with a quarter coming from its contact center operations.

Reach, unlike other cloud contact services, has also integrated social media among its contact modes. Through the technology, social networks have now become a viable means to communicate to clients. Market research however shows that 96 percent of contact centers do not utilize social networking.

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