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NICE survey finds consumers support voice biometrics for APAC contact centers


Cloud and enterprise software solutions firm NICE announced the results of its Asia Pacific Voice Biometrics Consumer Survey, which found that consumers are in favor of companies using voice recognition to authenticate their identity when interacting with a contact center.

The survey finds that voice biometrics saves time for both customers and contact center agents and eliminates any frustration caused by forgotten passwords or wrong answers to traditional security questions.

For the study, NICE surveyed 900 consumers in Australia, Hong Kong, India, Indonesia, Philippines and Singapore.

The survey found that 46 percent of respondents stated that their current authentication experience when engaging with a contact center as somewhere between ‘neutral’ and ‘terrible’, while only 9 percent said it was ‘great.’

In addition, 55 percent of respondents said having to answer security questions (which are typically personal) to a stranger via telephone when they’re in a public place is their biggest frustration regarding the authentication process.

The study found that consumer readiness to accept voice biometrics for contact center authentication is generally high, with 88 percent of respondents being open to voice biometrics.

Of the people who were unfamiliar with voice biometrics, 81 percent were open to it once they discovered what voice biometrics entails.

“Once the respondents learned about the benefits of biometrics, their likelihood of performing transactions via the contact center tripled,” Raghav Sahgal, president of NICE APAC, said. “This demonstrates high levels of readiness and a huge revenue opportunity for businesses that can incorporate voice biometrics into their authentication processes.

“Voice biometrics lets enterprises interact with their customers in a friendly and personalized manner by authenticating the customer on the background of a natural conversation, allowing service agents to immediately start helping the customer. This greatly improves customer satisfaction and reduces fraud. Organizations that implement voice biometrics technology can dramatically improve customer service and reduce handle times, leading to increased sales and customer loyalty.”

Previously reported, Switzerland telecom Swisscom is using NICE Real-Time Authentication in its contact center to improve the overall customer experience for its over six million clients.

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